domains / families / design / service-blueprint

service-blueprint

separate

Map service delivery across frontstage actions, backstage processes, and supporting systems. Use when staff and operations are part of the experience. For the customer-visible layer only, use `experience-map`.

When to use

• 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

When not to use

• Customer-visible layer only

Skill page

Source