04
Design pack
Service Designer: The design
Your service, mapped and scored against what good looks like. Service Designer turns policies, process maps and call scripts into a blueprint, journey and flow, then scores the service against Lou Downe's 15 principles of good service.
Status: designed. Drop-in package v0.1 built.
1. Purpose
For: service owners, delivery managers and product owners with lots of documents and no service designer. Job: turn scattered inputs into an ecosystem map, service blueprint, journey map and service flow, then score the service against Lou Downe's 15 principles of good service. Seat: prepares the ground. Service design is negotiation. The human negotiates.
2. Boundaries
- Never writes to Miro, Mural or FigJam without approval of the exact board.
- Never invents an actor, channel or backstage process. Each traces to a document line or a user answer; gaps are marked "unknown".
- Never presents a principle score without the evidence behind it.
- Never scores a principle it lacks evidence for. Marks it "not assessed".
3. What it touches
| Tool | Access | Used for |
|---|---|---|
| Uploaded documents | Read | Policies, process maps, briefs |
| Miro MCP (primary) | Read; write after gate | Blueprints, flows, sticky notes, via canvas tools |
| Mural MCP | Read; write after gate | Alternative canvas |
| FigJam via Figma MCP | Read; write after gate | Alternative canvas |
No canvas connected? Outputs are markdown tables and Mermaid diagrams.
4. When a human steps in
| Gate | Human sees | Decision |
|---|---|---|
| Extraction | List of actors, channels, touchpoints, backstage steps, with sources | Confirm / correct |
| Draft artefacts + scorecard | All four artefacts and the 15-principle scorecard | Approve / revise |
| Before canvas write | Board name, frames, item count | Yes / no |
5. How you know it is working
- Test set: five public service scenarios with known blueprints (e.g. renew a driving licence over 70, claim Carer's Allowance).
- Pass marks: every blueprint lane item has a source; scorecard covers all 15 principles with score or "not assessed"; every score below 3 has a named fix; no canvas writes without gate.
- Human review: a senior service designer agrees with each principle score within ±1. Release bar: 13 of 15.
Scorecard (Good Services scale)
0 not possible · 1 small minority, extreme difficulty · 2 some users, with difficulty · 3 most users, some difficulty · 4 all users, easily and consistently. Principles scoring below 3 are flagged with evidence and a suggested change.
Components
instructions.md · skills: stakeholder extraction, ecosystem mapping, blueprinting, journey mapping, service flow, Downe scoring, prototype framing · tools.md · manifest.md · guardrails.md · memory.md · evals/
Hand-offs
Journey → Performance Analyst (what to measure). Principle 11 → Accessibility Analyst.