Deliverable 3 · Service blueprint

Eleven stages, four lanes, ten failure points

Denise does the hardest work alone, at night, after support closes. Most failure points sit in her lane during setup and overnight. The last two sit with her doctor.

Scroll sideways to see all stages. Open the SVG on its own.

Service blueprint with eleven stages from order to doctor-patient conversation across patient, ordering doctor, operations, and systems lanes. Failure points are listed below.

Failure points

1
Two status languages. The headband glows white, green, or ruby and beeps. The chest monitor shows green, amber, or red per sensor and circles its lights in the morning. Appears at set up and morning.
2
Manual written for three audiences. Part numbers, regulatory symbols, and three names for one part. Appears at unboxing.
3
Setup page asks patients to choose. Seven documents across four device versions, plus an older app. Appears at unboxing.
4
No single go signal; no pause. The app checks the headband. The chest monitor runs its own Sensor Check and Smart Check. Once recording starts, a slipped part costs the night. Appears at set up, overnight, and nights 2–3.
5
Three support channels, three sets of hours. The headband manual lists an email address. The SleepView line is open weekdays 8am–8pm Eastern, which is 5pm in Fresno. Snap advertises 24/7 phone support. Appears at set up.
6
Specialist report, generalist reader. Assumption The doctor gets a report built for sleep physicians and has to choose the next step. Appears at report and conversation.

Merge, merge later, or keep separate

The operations lane is tagged with the order I would close each seam in. Patient-visible seams come first. Seams only staff can see wait until the patient-facing ones are closed. Assumption Every tag is mine, to validate with operations leads.

Operations step	Tag	Reason
Kit provisioning	Merge now	One kit needs one packing spec, so the card, part names, and app login match what is in the box.
Support	Merge now	Patients meet this seam at bedtime, so one number and one set of escalation rules come first.
Shipping	Merge later	Patients rarely notice the carrier, and existing contracts already work.
Returns	Merge later	One envelope and label matter to the patient; back-office routing can follow.
Scoring	Merge later	One report needs one combined EEG and breathing workflow, and that workflow needs validation first.
Reprocessing	Keep separate	Each device has its own cleaning and test procedure, and those belong to that device.

Sources for each point are on the case study page. Teal dashed boxes are concept proposals that do not exist today.

Text version of the blueprint

Stage	Patient	Ordering doctor	Operations	Systems
Order	Tells her doctor about snoring and sleepiness	Orders a home test through Snap	Checks insurance, confirms address	Order portal, eligibility
Ship	Confirms address		Kit provisioning (merge now); shipping (merge later)	Tracking
Unbox	Two devices, two manuals ⚠2			Setup page lists 7 documents ⚠3
Set up	Charges, pairs, puts on 5 parts ⚠1		Three support channels ⚠5; one number (merge now)	App checks headband only ⚠4
Overnight	Part can slip; no pause ⚠4			Both devices record
Morning	Two different "good night" signals ⚠1			App uploads
Nights 2–3	Chest monitor shows a failed night; headband does not ⚠4		Concept: one fix by morning	Concept: night-quality score
Return	Mails kit		Returns (merge later); reprocessing (keep separate)	Return tracking
Scoring			Scoring: one combined workflow (merge later)	Automated staging
Report		Specialist-style report ⚠6	Sends report	Portal, fax, EHR
Conversation	Asks what happens next	Explains, picks next step ⚠6	Concept: doctor help line