[imictiorume]

For my project I have to do a service delivery map, which is a service blueprint I suppose. Next to that I have to indicate on the axes of divergence and complexity where I want to position my service and where the competitors are positioned.

My service is e-banking...

First of all, what exactly is this axes of divergence and complexity model? I've been trying to google it and look it up in my study material, but I can't find it. What is meant by this?
Also although e-Banking has loads of competition they are positioned all close to eachother. Maybe some e-Banks focus more on traders and others more on people who want to open savings accounts.. The positioning to me is not very clear..

Next, the service blueprint shows the physical evidence, which I believe is the internet website. Next to that there is no real physical evidence right?

thx