Lanes / Phases
Phase 1
Phase 2
Phase 3
Customer Actions
Action 1
Action 2
Action 3
Line of Interaction
Frontstage
Touchpoint A
Touchpoint B
Touchpoint C
Line of Visibility
Backstage
Process A
Process B
Process C
Line of Internal Interaction
Support Processes
System X
System Y
System Z
Moment of Truth
Failure Point
Customer / Frontstage
Backstage
Support