create-service-blueprint

name	create-service-blueprint
description	Create a service blueprint documenting frontstage and backstage processes that deliver a service experience
inputs	[{"name":"service_scenario","description":"The specific service interaction or transaction being mapped","required":true},{"name":"scope","description":"The boundaries of the blueprint (start and end points)","required":false},{"name":"journey_map","description":"Reference to existing journey map if available","required":false}]
outputs	[{"name":"service_blueprint","description":"Complete blueprint with all swim lanes and failure points identified"}]

Purpose

Guide the creation of service blueprints that visualize how a service is delivered, connecting user-facing interactions to the underlying systems, processes, and people that support them.

Preconditions

• Service or process exists (current state) or is being designed (future state)
• Understanding of the user journey (journey map recommended but not required)
• Access to subject matter experts for backstage processes

Steps

1. Define the blueprint scope

Establish boundaries for what the blueprint will cover:

Element	Question to Answer
Service scenario	What specific interaction are we mapping?
User segment	Who is the user in this scenario?
Starting point	Where does this service interaction begin?
Ending point	Where does it conclude?
Depth	How far into support systems do we go?

Scoping guidance:

• Start narrower than you think (one scenario, not entire service)
• A journey map phase often becomes one blueprint
• Focus on scenarios with known pain points or redesign priority

2. Set up the swim lanes

Service blueprints use horizontal lanes to show different layers:

┌─────────────────────────────────────────────────────────────────┐
│  PHYSICAL EVIDENCE                                              │
│  (Artifacts the user sees or receives)                          │
├─────────────────────────────────────────────────────────────────┤
│  USER ACTIONS                                                   │
│  (What the user does)                                           │
├─────────────────────────────────────────────────────────────────┤
│  ══════════════════ LINE OF INTERACTION ══════════════════════  │
├─────────────────────────────────────────────────────────────────┤
│  FRONTSTAGE ACTIONS                                             │
│  (Visible employee/system actions)                              │
├─────────────────────────────────────────────────────────────────┤
│  ══════════════════ LINE OF VISIBILITY ═══════════════════════  │
├─────────────────────────────────────────────────────────────────┤
│  BACKSTAGE ACTIONS                                              │
│  (Invisible employee actions)                                   │
├─────────────────────────────────────────────────────────────────┤
│  ══════════════════ LINE OF INTERNAL INTERACTION ═════════════  │
├─────────────────────────────────────────────────────────────────┤
│  SUPPORT PROCESSES                                              │
│  (Systems, partners, infrastructure)                            │
└─────────────────────────────────────────────────────────────────┘

Key dividing lines:

Line	Meaning
Line of Interaction	Separates user from service provider
Line of Visibility	Separates what user can see from what they cannot
Line of Internal Interaction	Separates direct service staff from support functions

3. Map user actions

Transfer or create the user action sequence across the top:

## User Actions

| Step | Action | Channel |
|------|--------|---------|
| 1 | Searches for service information | Web |
| 2 | Reviews eligibility requirements | Web |
| 3 | Starts application | Web |
| 4 | Uploads documents | Web |
| 5 | Submits application | Web |
| 6 | Checks status | Web/Phone |
| 7 | Receives determination | Mail/Email |

If a journey map exists, user actions should align with it.

4. Document physical evidence

For each user action, identify tangible artifacts:

## Physical Evidence

| User Action | Evidence |
|-------------|----------|
| Searches for service | Search results, agency homepage |
| Reviews eligibility | Eligibility page, FAQ, downloadable checklist |
| Starts application | Application form, progress indicator |
| Uploads documents | Upload interface, confirmation message |
| Submits application | Confirmation page, confirmation email, reference number |
| Checks status | Status portal, phone IVR message |
| Receives determination | Determination letter, next steps instructions |

Government-specific evidence:

• Official notices and letters (often legally required format)
• Reference/case numbers
• Downloadable PDFs
• Mailed physical documents
• Cards (EBT, ID, license)

5. Map frontstage actions

Document visible service provider actions:

## Frontstage Actions (Visible to User)

| User Action | Frontstage Response |
|-------------|---------------------|
| Submits application | System displays confirmation, sends email |
| Calls for status | Call center agent looks up case, provides update |
| Visits field office | Clerk greets, reviews documents, provides receipt |

Frontstage includes:

• Automated system responses (confirmation emails, status updates)
• Live agent interactions (call center, chat, in-person)
• Self-service portal displays

6. Map backstage actions

Document invisible employee and system actions:

## Backstage Actions (Invisible to User)

| Trigger | Backstage Action | Role/System |
|---------|------------------|-------------|
| Application submitted | Application enters review queue | Workflow system |
| Application submitted | Automated eligibility pre-check | Rules engine |
| Document uploaded | Document scanned for quality | OCR system |
| Case assigned | Eligibility worker reviews application | Eligibility Worker |
| Verification needed | Worker requests third-party data | Worker + Integration |
| Determination made | Supervisor reviews decision | Supervisor |
| Determination approved | System generates notice | Notice generation |

Government-specific backstage:

• Eligibility determination logic
• Fraud detection checks
• Supervisor review and approval chains
• Audit trail and logging
• Inter-agency data verification

7. Identify support processes

Document underlying systems and external dependencies:

## Support Processes

| Backstage Action | Supporting System/Process |
|------------------|---------------------------|
| Automated eligibility check | Eligibility rules engine, policy database |
| Third-party verification | SSA, IRS, state DMV integrations |
| Document storage | Document management system (DMS) |
| Notice generation | Notice template system, print/mail vendor |
| Payment processing | Financial management system, Treasury |
| Authentication | Login.gov, agency identity provider |

Common government support systems:

• Identity verification (Login.gov, ID.me)
• Payment rails (Treasury, ACH, card networks)
• Data sharing (federal hubs, state exchanges)
• Case management systems
• Content management systems
• Analytics platforms

8. Identify failure points and wait times

Mark where things break down or slow down:

## Failure Points

| Location | Failure Point | Impact | Frequency |
|----------|---------------|--------|-----------|
| Document upload | File rejected (wrong format) | User must retry | High |
| Eligibility check | Third-party service timeout | Application stuck | Medium |
| Determination | Missing information discovered late | Delay + user contact | Medium |
| Notice delivery | Mail returned undeliverable | User unaware of decision | Low |

## Wait Times

| Between | And | Typical Wait | User Visibility |
|---------|-----|--------------|-----------------|
| Submission | Assignment | 2 days | None (no notification) |
| Assignment | Initial review | 5 days | None |
| Info request sent | User response | 7 days | User sees request |
| Review complete | Notice mailed | 3 days | None |

Use symbols in your blueprint:

• ⚠️ Failure point
• ⏱️ Wait time / delay
• 🔄 Handoff between systems/teams

9. Surface insights and opportunities

Analyze the blueprint for improvement areas:

## Insights

### Bottlenecks
- [Where does work pile up?]

### Redundancies
- [Where is effort duplicated?]

### Gaps
- [Where is information lost between handoffs?]

### User pain points caused by backstage issues
- [Connect backstage problems to frontstage experience]

## Opportunities

| Opportunity | Addresses | Effort | Impact |
|-------------|-----------|--------|--------|
| Proactive status notifications | Wait time invisibility | Medium | High |
| Pre-submission document validation | Upload failures | Low | Medium |
| Parallel processing | Sequential bottleneck | High | High |

10. Format the blueprint

Create the final deliverable:

Text-based format (for markdown/docs):

# Service Blueprint: [Service Scenario]

## Scope
- **Scenario:** [Description]
- **User:** [Segment]
- **Start:** [Starting point]
- **End:** [Ending point]

## Blueprint

| Step | 1 | 2 | 3 | 4 | 5 |
|------|---|---|---|---|---|
| **Physical Evidence** | Homepage | Form | Confirmation | Status page | Letter |
| **User Actions** | Search | Fill form | Submit | Check status | Read decision |
| ═══ LINE OF INTERACTION ═══ |
| **Frontstage** | - | Validation | Email | Portal display | - |
| ═══ LINE OF VISIBILITY ═══ |
| **Backstage** | - | - | Queue | Worker review ⏱️ | Generate notice |
| ═══ LINE OF INTERNAL INTERACTION ═══ |
| **Support** | CMS | Forms engine | Workflow | Case mgmt | Notice system |

## Failure Points
1. ⚠️ [Description]
2. ⚠️ [Description]

## Key Insights
1. [Insight]
2. [Insight]

## Priority Opportunities
1. [Opportunity]
2. [Opportunity]

Completion Criteria

• Scope clearly defined (scenario, user, boundaries)
• All five swim lanes populated
• Lines of interaction, visibility, and internal interaction marked
• At least 3 failure points identified
• Wait times documented between key steps
• Support systems and dependencies mapped
• Insights and opportunities captured

Examples

Example: Blueprint Summary (Application Submission)

# Service Blueprint: Benefits Application Submission

| Step | Search | Fill Application | Upload Docs | Submit | Confirm |
|------|--------|------------------|-------------|--------|---------|
| **Evidence** | Results page | Form UI | Upload UI | Button | Confirm page + email |
| **User** | Types query | Enters info | Selects files | Clicks submit | Sees confirm # |
| ═══ INTERACTION ═══ |
| **Frontstage** | Results display | Field validation | Progress bar | Spinner → success | Email sent |
| ═══ VISIBILITY ═══ |
| **Backstage** | - | - | Virus scan, OCR | Create case record | Assign to queue |
| ═══ INTERNAL ═══ |
| **Support** | Search index | Rules engine | DMS, OCR service | Case mgmt DB | Email service, Workflow |

**Failure Points:**
- ⚠️ Upload: Large files timeout (>10MB)
- ⚠️ Submit: Session expires after 30 min idle

**Wait Time:**
- ⏱️ Submit → First review: 3-5 business days (user not notified)

References

• Nielsen Norman Group: Service Blueprints
• 18F Methods: Service Blueprint
• Practical Service Design: Blueprint Resources