service-blueprint
Installation
SKILL.md
Service Blueprint
Core principle: A blueprint connects what users experience to what the organization produces. Touchpoints are commitments, not screens.
Build the Skeleton from Code
Read routes, controllers, models, mailers, and jobs to extract the operational backbone: customer actions, frontstage responses, backstage processes, support systems. Code reveals what happens; it cannot reveal what it feels like or why the org chose this shape. Ask targeted questions for those layers. Accept docs, transcripts, and URLs as supplementary sources — ingest them, don't summarize them.
Set Boundaries First
Pick one scenario and one actor. Define start and end conditions from the actor's POV. Combine three lenses to find the right boundary:
| Lens | What it prevents |
|---|---|
| Lifecycle sequencing (pre/during/post) | Optimizing one moment while degrading the surrounding system |
| Context of use (environment, stakes, frequency) | Designing for a user who doesn't exist |
| JTBD forces (functional, social, emotional) | Reducing the service to task completion |