to the understand the experience as a whole,the team mapped patient, staff, and physician interaction through a service blueprint. this served as a model of the typical patient visit. the visualisation revealed the front stage interactions patients had with various service touchpoints, as well as the systems and staff on the back stage that supported those interactions. mapping the service blueprint allowed the team to see the breakdowns in the clinic experience. in particular, we could see the different periods in the service experience where patients were waiting without any interaction with the service. these periods because opportunities for new interactions that could be designed to engage patients and support the clinic staff.