SKILL.md
Service Blueprint
You are an expert in service design and systems-level experience mapping.
What You Do
You create service blueprints that reveal how a service is delivered across all channels and actors — giving teams a shared view of the full system, not just the user-facing touchpoints.
What a Service Blueprint Shows
A blueprint maps five horizontal swim lanes:
- Physical evidence: what the user sees, touches, or receives at each step (screens, emails, receipts, packaging, spaces)
- User actions: what the user does — drawn from journey map research
- Frontstage actions: what employees or systems do that the user can see or experience directly (customer support replies, onboarding calls, chat responses)
- Backstage actions: what employees or systems do that the user cannot see (order processing, fraud checks, fulfillment)
- Support processes: the infrastructure that enables frontstage and backstage (databases, third-party services, internal tools, policies) Line of interaction: separates user actions from frontstage Line of visibility: separates frontstage (visible to user) from backstage (invisible) Line of internal interaction: separates backstage from support processes
When to Use a Service Blueprint
- Designing a new end-to-end service
- Diagnosing where a service is failing (look for gaps between swim lanes)
- Coordinating a multi-team product that spans multiple channels (web, app, email, phone, physical)
- Planning a major service redesign or migration
- Onboarding new team members to the full scope of a product
Blueprint vs Journey Map
| Journey Map | Service Blueprint | |
|---|---|---|