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description: Use when mapping how a service is delivered across frontstage and backstage operations
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# Service Blueprint

Map the complete service delivery system by connecting customer actions to frontstage interactions, backstage processes, and support systems.

## Steps

1. **Define the service scenario** — Choose a specific service process and customer segment to map.
2. **Map customer actions** — Document every step the customer takes across the service experience.
3. **Map frontstage interactions** — Record all visible employee actions and touchpoints the customer sees.
4. **Map backstage processes** — Document internal activities that support the frontstage but are invisible to the customer.
5. **Add support processes and evidence** — Include systems, policies, and physical evidence (e.g., receipts, emails) that enable delivery.

## Output Format

A layered diagram with horizontal swim lanes: Physical Evidence, Customer Actions, Frontstage (line of interaction), Backstage (line of visibility), and Support Processes (line of internal interaction). Mark fail points and wait points.