# Service Blueprint

## Context

- **Service:** [What service is being blueprinted]
- **Persona:** [Target customer]
- **Scenario:** [Specific journey being mapped]
- **Scope:** [Starting point] → [End point]
- **Blueprint type:** Current state / Future state
- **Date:** [Created or last updated]
- **Based on:** [Data sources]

---

## Blueprint

### Step 1: [Step Name]

**Physical Evidence:**
- [Tangible artifact the customer encounters]
- [Screen, email, document, signage, etc.]

**Customer Action:**
- [Verb-first: what the customer does]

--- Line of Interaction ---

**Frontstage Action:**
- [Visible employee/system action]

--- Line of Visibility ---

**Backstage Action:**
- [Internal action not visible to customer]

--- Line of Internal Interaction ---

**Support Process:**
- [System, tool, or third-party service involved]

**Annotations:**
- ⏱ Wait time: [Duration, if applicable]
- ⚠️ Pain point: [Description, if applicable]
- 💡 Opportunity: [Description, if applicable]

---

### Step 2: [Step Name]

**Physical Evidence:**
-

**Customer Action:**
-

--- Line of Interaction ---

**Frontstage Action:**
-

--- Line of Visibility ---

**Backstage Action:**
-

--- Line of Internal Interaction ---

**Support Process:**
-

**Annotations:**
-

---

### Step 3: [Step Name]

**Physical Evidence:**
-

**Customer Action:**
-

--- Line of Interaction ---

**Frontstage Action:**
-

--- Line of Visibility ---

**Backstage Action:**
-

--- Line of Internal Interaction ---

**Support Process:**
-

**Annotations:**
-

---

### Step 4: [Step Name]

**Physical Evidence:**
-

**Customer Action:**
-

--- Line of Interaction ---

**Frontstage Action:**
-

--- Line of Visibility ---

**Backstage Action:**
-

--- Line of Internal Interaction ---

**Support Process:**
-

**Annotations:**
-

---

### Step 5: [Step Name]

**Physical Evidence:**
-

**Customer Action:**
-

--- Line of Interaction ---

**Frontstage Action:**
-

--- Line of Visibility ---

**Backstage Action:**
-

--- Line of Internal Interaction ---

**Support Process:**
-

**Annotations:**
-

---

## Annotation Summary

### Pain Points

| # | Step | Lane | Description | Severity |
|---|---|---|---|---|
| 1 | [Step] | [Customer/Frontstage/Backstage/Support] | [Description] | Critical / High / Moderate / Low |
| 2 | | | | |
| 3 | | | | |

### Wait Times

| # | Step | Who Waits | Duration | Cause |
|---|---|---|---|---|
| 1 | [Step] | Customer / Staff | [Duration] | [Why the wait occurs] |
| 2 | | | | |

### Failure Points

| # | Step | What Fails | Frequency | Impact | Current Recovery |
|---|---|---|---|---|---|
| 1 | [Step] | [What goes wrong] | [How often] | [Effect on customer] | [How it's handled now] |
| 2 | | | | | |

### Handoffs Between Teams

| # | From | To | Step | Risk | Notes |
|---|---|---|---|---|---|
| 1 | [Team/System] | [Team/System] | [Step] | [What can go wrong at this handoff] | |
| 2 | | | | | |

---

## Systems and Tools Inventory

| System/Tool | Used In Steps | Owner | Notes |
|---|---|---|---|
| [System name] | [Step numbers] | [Team] | [Integration status, reliability, etc.] |
| | | | |
| | | | |

---

## Prioritized Improvements

| # | Step | Problem | Recommendation | Impact | Effort | Owner |
|---|---|---|---|---|---|---|
| 1 | [Step] | [Pain point / failure point] | [What to change] | High / Medium / Low | S / M / L | [Team] |
| 2 | | | | | | |
| 3 | | | | | | |

---

## Next Steps

- [ ] [Validate with frontline staff — "Is this accurate?"]
- [ ] [Present to stakeholders]
- [ ] [Address top pain point]
- [ ] [Investigate [specific failure point] further]
- [ ] [Schedule follow-up review in [timeframe]]
