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Service Blueprint templates

Service Blueprint — Airline booking

Online flight booking from search to e-ticket with ancillary upsell.

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Template previewService Blueprint
Airline BookingSearch → seat assigned → e-ticket issuedEVIDPhysicalevidence1Search page2Fare results3Seat map4Payment page5E-ticket PDF6Mobile boarding passCUSTCustomerjourney1Searches2Picks flight3Selects seat4Pays5Receives e-ticketLINE OF INTERACTIONFRONTFrontstageactions1Show fares2Display availability3Render seat map4Open Stripe + 3DS5Email ticketLINE OF VISIBILITYBACKBackstageactions1Query inventory +pricing2Hold seat (15 min)3Issue ancillaryupsell4Submit charge5Push to GDS / DCSLINE OF INTERNAL INTERACTIONSUPPSupportprocesses1PSS (Sabre /Amadeus)2Pricing engine3Payment + fraud4GDS + check-insystem5Email + pushdeliveryNOTES• Ancillary attach rate jumps 12pts when seat-map upsell shows price delta vs base economy.• 15-min seat hold is non-negotiable — flag at 12 min to nudge cart completion.

Make it your own.

title: Airline Booking
subtitle: Search → seat assigned → e-ticket issued

evidence:   Search page | Fare results | Seat map | Payment page | E-ticket PDF | Mobile boarding pass
customer:   Searches → Picks flight → Selects seat → Pays → Receives e-ticket
frontstage: Show fares | Display availability | Render seat map | Open Stripe + 3DS | Email ticket
backstage:  Query inventory + pricing | Hold seat (15 min) | Issue ancillary upsell | Submit charge | Push to GDS / DCS
support:    PSS (Sabre / Amadeus) | Pricing engine | Payment + fraud | GDS + check-in system | Email + push delivery

note: Ancillary attach rate jumps 12pts when seat-map upsell shows price delta vs base economy.
note: 15-min seat hold is non-negotiable — flag at 12 min to nudge cart completion.