Bank card replacement service blueprint

This service blueprint describes the journey after a cardholder reports a lost card. The contact centre performs the visible identity check and card block, while card operations review transactions and decide whether to open a fraud case before replacement. The cardholder receives a final delivery update rather than being left to infer what happens next. Mapping this flow helps teams establish the order of security and service actions, identify where fraud handling changes the path, and improve the message sequence sent during a stressful customer event. It gives teams a concrete starting point for reviewing assumptions, data quality and next steps together.