service-blueprint

Skill: service-blueprint

Produces a service blueprint — a five-row, column-by-column map that ties every customer action and touchpoint to the employee and system actions that back it and the internal support that enables those. The five rows are: evidence-of-service (what the customer receives or encounters), frontstage (customer actions and touchpoints), line-of-visibility, backstage (system and employee actions), and support (infrastructure and vendors). The backstage column is the slicing instrument: each backstage service is a candidate component; its hand-off to architect and contracts is by-reference (a named service), never an import. The method is grounded in the NN/g definition of service blueprinting; see references/service-blueprint.md.

Inputs (declared): a customer journey map or journey stages (from journey-mapping or elicited inline); a screen flow or screen inventory (from user-flow or described inline). Both are elicited inline when no upstream artifact is present.

Consumed by: architect (the backstage column feeds C4 component decomposition + service contracts); the spec LLD (the support row names the internal systems the spec must account for).

Output rendering

Lead with the useful outcome or next action. Use warm, non-blaming language and everyday words. Define an unfamiliar term in a few plain words before naming it; keep proper names and exact technical terms intact. During tool work, do not narrate routine calls. Send an update only for safety, a blocker, a needed decision, a material scope change, a long wait, or an active host requirement. When requesting input, ask only for what is needed now. Ask dependent questions one at a time; otherwise group related questions. Offer no more than three clear choices when choices help. Shape the answer to the facts: one fact needs one sentence; related facts use prose; separate items use bullets; real sequences use numbered steps. For prose artifacts, use descriptive headings, short resumable sections, one fact per sentence, and no repeated summary. Emphasize at most one load-bearing point per section. Group long inventories instead of truncating them. Make the result stand alone. Do needed arithmetic, give real dates or times, and say what a file or link establishes instead of making the reader inspect it. For code and comments, prefer obvious structure and names. Comment on intent, constraints, or trade-offs that the code cannot state clearly. Use a table, tree, flow, or other visual only when it makes a relationship materially easier to understand. Report the current state, not the path taken. Omit dead ends, resolved trade-offs, hedges, and advice the user did not request. When editing maintained prose, consolidate repeated rules and navigation before adding another caveat. Silence and brevity never reduce the work, checks, or requested coverage. Preserve depth, evidence, constraints, warnings, code, diffs, errors, and exact names, paths, and counts. Keep verification compact: pass or fail, count, and runtime. Name a suite when it failed or when the name changes what the reader should do. Before sending, check that the reader can act without counting, converting, opening a file, or asking what a line means.

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