Use a service blueprint to diagnose an HR case-routing failure.
A parental leave pay case bounces among HRSS, Benefits, and Payroll for 11 days because the case system does not capture the dependency each team needs. Service blueprinting: map frontstage, backstage, support processes, evidence, and fail points The trap is buying or redesigning the portal because the employee-facing experience looks broken, while the actual break is a missing backstage field and owner. Employee action Employee submits: "Why is my parental leave pay missing?" Visible evidence: case ID and generic confirmation email. The employee experiences one question, not three departments. Frontstage response HRSS replies with policy text and routes to Benefits.…
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