問題文
A strategy designer at a hotel chain wants to show a cross-functional group how a guest request currently moves through the organization, including the steps guests never see. Which artifact fits that purpose?
選択肢
- An architecture diagram showing the systems and the connections between them, with the data each connection carries.
- A service blueprint that layers the guest actions, the frontstage interactions, and the backstage support processes into a single view.
- A process map of the internal steps and handoffs, which exposes where the work stalls between departments.
- A journey map of the guest's own steps, thoughts, feelings, and touchpoints across the phases of the stay, from arrival to departure.