service-design

Run service design analysis — checks artifact coverage for a service slice and recommends next analytical step

Use when defining who the actors in a service are — segments, JTBD forces, context, constraints, and relationships between actors

Use when you need to understand what users believe, feel, and predict — builds empathy maps with emotional/informational layers from research, transcripts, and code

Use when identifying where user mental models diverge from system reality, where moments of truth occur, and where information scent misleads — finds the structural causes of confusion

Use when mapping what a user experiences over time — actions, thoughts, emotions, touchpoints across pre-service, during-service, and post-service stages

Use when mapping how a service actually works — frontstage/backstage/support lanes from code, docs, and operational knowledge

Use when starting or continuing service design analysis for a project — checks what artifacts exist, identifies gaps, recommends which analytical skill to run next

Use when you have existing service design artifacts and want to stress-test them — finds contradictions, blind spots, missing coverage, and unsupported claims across the artifact suite

Use when you have new source material (transcripts, interviews, support logs, docs, code changes) and want to reason about what existing service design artifacts need updating

Use when identifying bottlenecks, waste, and failure modes in a service — designs PDSA improvement experiments with lane-anchored measures

Use when mapping all actors in a service ecosystem — who serves whom, dependencies, interest alignment and conflict, power dynamics