service blueprint

A swimlane with a line of visibility drawn across it. Above the line goes what the other person sees or feels. Below it goes the work that makes each of those moments possible. Reading down from a bad moment tells you which supporting step failed. Reading down from a moment with nothing under it tells you the support does not exist yet, which is a different problem and a different fix.

A swimlane with a line of visibility drawn across it. Above the line goes what the other person sees or feels. Below it goes the work that makes each of those moments possible. Reading down from a bad moment tells you which supporting step failed. Reading down from a moment with nothing under it tells you the support does not exist yet, which is a different problem and a different fix.

Example

Best when a visible outcome keeps failing and you want to separate the experience from the work behind it.