Identify a service you frequent. What would be the implications of moving the line of visibility away from the customer (involving the customer in activities that are currently behind the line of visibility)? Discuss implications for:
1. cost,
2. productivity,
3. sales, and
4. quality of service
Before Answering the above question, read P. 164-165, Service Blueprinting
Note: An example will be a restaurant that decided to remove the wall of the kitchen so the customer can see the food cooked (as Macaroni Grill and Atlantic Fish Market in Roswell).