Individual skill
service-blueprint
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`.
skills-imported/service-blueprint/SKILL.md
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# 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:
1. **Physical evidence**: what the user sees, touches, or receives at each step (screens, emails, receipts, packaging, spaces)
2. **User actions**: what the user does — drawn from journey map research
3. **Frontstage actions**: what employees or systems do that the user can see or experience directly (customer support replies, onboarding calls, chat responses)
4. **Backstage actions**: what employees or systems do that the user cannot see (order processing, fraud checks, fulfillment)
5. **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