Service blueprint

Dovetail — Frontline interviews

Talking to the people who actually deliver the service day to day — support agents, store staff — not just the customers who experience it.

Miro — Blueprint the service

Every customer-facing action gets mapped against what's happening behind the curtain at the same moment — front-stage and back-stage, side by side.

Miro — Gap analysis

Every place the blueprint shows a handoff breaking down gets circled and named — that's where the service is actually failing people.

Notion — Prioritize fixes

Every identified gap gets weighed by how many people it affects and how hard it is to fix, before anything gets assigned.

Jira — Assign owners

Each fix gets a named owner and a ticket, since a cross-functional service gap tends to die quietly if nobody's accountable for closing it.