mapping out of a service journey identifying the processes that constitute the service, isolating possible fail points and establishing the time frame for the journey, a diagram that visualizes the relationships between different service components — people, props (physical or digital evidence), and processes — that are directly tied to touchpoints in a specific customer journey, klienditeekonna kaardistamine teenindusprotsesside kindlakstegemiseks, võimalike ebaõnnestumispunktide eraldamine ja teekonna ajaraami määramine