From bbrewington-tools
Designs end-to-end service experiences via customer journey maps, service blueprints, touchpoint analysis, and backstage workflows for digital/hybrid services.
How this skill is triggered — by the user, by Claude, or both
Slash command
/bbrewington-tools:service-designThe summary Claude sees in its skill listing — used to decide when to auto-load this skill
Create sustainable solutions and optimal experiences for customers and service providers by designing holistic service ecosystems.
Create sustainable solutions and optimal experiences for customers and service providers by designing holistic service ecosystems.
Service design creates value by orchestrating people, processes, props, and touchpoints across the entire service experience. Unlike product design (focused on artifacts) or UX design (focused on digital interfaces), service design encompasses the complete ecosystem including frontstage customer interactions and backstage operations.
"When you have two coffee shops right next to each other, each selling the exact same coffee at the exact same price, service design is what makes you walk into one and not the other."
Identify these vital parts in any service encounter:
| Component | Description | Examples |
|---|---|---|
| Actors | People delivering/receiving service | Employees, customers, partners |
| Location | Environment where service occurs | Physical stores, digital platforms, hybrid |
| Props | Objects used during delivery | Devices, documents, tools, products |
| Associates | Partner organizations | Logistics, payment processors, suppliers |
| Processes | Workflows for delivery | Onboarding, fulfillment, support |
Define the service scope
Conduct user research
references/research-methods.md for detailed techniquesCreate personas
Map the customer journey
references/journey-mapping.md for templatesCreate service blueprint
references/service-blueprints.md for detailed structureMap the ecosystem
references/ecosystem-mapping.mdIdentify opportunities
Co-create solutions
Design touchpoints
Prototype the service
Test and iterate
Launch and scale
Measure continuously
| Artifact | Purpose | When to Use |
|---|---|---|
| Customer Journey Map | Visualize customer's end-to-end experience | Discovery, identify pain points |
| Service Blueprint | Connect customer journey to operations | Design, communicate to teams |
| Ecosystem Map | Show all actors and dependencies | Understand complexity, find partners |
| Personas | Humanize customer and provider needs | Research, design decisions |
| Touchpoint Matrix | Catalog all interaction points | Audit, prioritize improvements |
| Service Prototype | Test service concepts quickly | Validation before implementation |
Frontstage: Actions visible to and experienced by customers
Backstage: Actions hidden from customers but essential to delivery
Line of Visibility: The boundary separating what customers see from what they don't. Design decisions here significantly impact customer perception and operational efficiency.
When designing services, ensure:
references/journey-mapping.md for templatereferences/service-blueprints.md for templatereferences/ecosystem-mapping.md for templatereferences/touchpoint-matrix.mdFor detailed templates and methods:
references/journey-mapping.md – Customer journey map templates and examplesreferences/service-blueprints.md – Blueprint structure and creation guidereferences/ecosystem-mapping.md – Ecosystem visualization methodsreferences/research-methods.md – User research techniques for servicesreferences/touchpoint-matrix.md – Touchpoint inventory templateStickdorn, M. & Schneider, J. – This is Service Design Thinking (2011)
Shostack, G. Lynn – "How to Design a Service" (1982), European Journal of Marketing
Shostack, G. Lynn – "Designing Services That Deliver" (1984), Harvard Business Review
npx claudepluginhub bbrewington/software-data-and-ai-tools --plugin bbrewington-toolsBuilds customer journey maps and service blueprints to visualize end-to-end user experience, identify friction, and align teams. Use when departments lack a shared view of the user experience.
Maps, analyzes, and redesigns product systems—service blueprints, ecosystem maps, process architecture, and dependency diagrams. Use when investigating structural issues behind user experiences.
Guides Design Thinking's 5 phases (Empathize, Define, Ideate, Prototype, Test) for human-centered innovation with workshop facilitation, empathy methods, and exercise templates.