Use service-blueprint

Build a service blueprint

Build a service blueprint — per step, the evidence the customer sees, the customer's actions, frontstage staff and system actions, backstage actions, and support processes, separated by the lines of interaction, visibility and internal interaction, with fail points, wait times and owners marked — as a table plus a Mermaid diagram and the ranked fixes.

Reach for it when the user wants a service blueprint, "what happens behind the scenes when a customer does X", to find where a service breaks or stalls, or to take a journey map down to the people, systems and handoffs that deliver it.

Install it

npx skilldrop-cli install service-blueprint                 # Claude Code, your user folder
npx skilldrop-cli install service-blueprint --project       # Claude Code, this repo
npx skilldrop-cli install service-blueprint --ide cursor    # or kiro, codex, antigravity, copilot

It is part of the Experience design pack: --pack experience-design installs it with its neighbours.

Ask for it

Say it the way you would to a colleague. Requests like these route to it:

• "Create a service blueprint for our returns process"
• "What happens behind the scenes when a customer reports a fault? Show frontstage, backstage and where it breaks"
• "Take our onboarding journey map and show the teams, systems and handoffs behind each step"
• "Find the fail points and wait times in how we deliver a mortgage application"

Requests like these belong to a different skill, so it shouldn't answer them:

• "Map our customer's onboarding journey with emotions and pain points at each stage"
• "Draw the system architecture for our claims platform as a C4 diagram"
• "Write a PRD for fixing the slow refund process"

If another skill answers instead, ask for this one by name: "use service-blueprint".

Check what you get

A good result:

• One scenario, one customer type, with a trigger and an end state, named in the title.
• All five lanes and all three lines are present. Evidence, customer, frontstage, backstage, support; interaction, visibility, internal interaction.
• Every frontstage and backstage action has an owner (role or team), or is flagged as unowned.
• Every handoff across teams is marked, and fail points ⚠ and waits ⏱ are marked where they occur, with durations or [estimate].
• Customer pains are traced to backstage or support causes.
• 2–3 fixes are ranked and named, stated as outcomes, each with an owner and the lane it changes.
• The table and the Mermaid diagram match, and the Mermaid renders.
• Nothing is invented. Teams, systems, SLAs and durations not in the input are tagged [assumption] or [estimate], and the evidence level is declared at the top.

See a worked example

• insurance claim blueprint

Use something else when

• One persona's stages, emotions and pains, frontstage only — that's user-journey-map (run it first if the customer side isn't known)
• The technical architecture of the systems in the support lane — that's architecture-diagrams
• Requirements for a fix the blueprint found — that's prd-draft

Next

• SKILL.md, the instructions the agent reads
• Its page on the site
• Related: architecture-diagrams, prd-draft, user-journey-map

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