Story-boarding

Story-boarding is a technique service managers can use to make intangible processes tangible.
A storyboard can look like a comic book and provides one way to show to staff, managers and customers correct processes. Storyboards are also used to show typical faults in processes. Emotions can be shown in storyboards which makes them useful devices for focusing the attention of organizational members on resolving pain points in a process.

A storyboard can tell the story of a typical customer encountering a service. A customer journey is told as if it is a story, with all the 'moments of truth' or interaction points pictured.

One advantage of a storyboard is that it is relatively easy to imagine the various main steps that are involved in a process visually and represent them in a sequence as a story. A story-board communicates more effectively to many people than a process map (which can look very complicated!) and can communicate aspects of a process that are most important in service interaction.

Reference
An article on story-boarding is here - 'Storyboards: A dynamic storytelling tool' by Ron Silva and Deborah Hinderer Sova.