Designing an internal interactive service blueprint tool to provide context for employees and AI agents

PLUS Personalized Learning is a hybrid human-AI tutoring platform with 500+ tutors, used across 13+ schools, supporting 5,000+ middle school students through real-time, in-class math tutoring sessions

ROLE

Product Designer

TEAM

Design Lead

SKILLS

Product Design

User Research

Interaction Design

Service Design

Database Design

Prompt Engineering

Product Design

User Research

Interaction Design

Service Design

Database Design

Prompt Engineering

Product Design

User Research

Interaction Design

Service Design

Database Design

Prompt Engineering

Context

PLUS Personalized Learning is a hybrid human-AI tutoring platform with 500+ tutors, operating across 13 schools and supporting 5,000+ middle school students through real-time, in-class math tutoring.

As the service grew, two problems emerged. The existing service blueprint in Figma fell out of date and no longer reflected how PLUS actually operates. At the same time, AI agent use grew across the team — for daily workflows, product prototyping, and identifying new service opportunities — but those agents had no reliable source of service knowledge to draw from.

Problem

There was no single source of truth for how PLUS's tutoring service works. This made AI agents less effective and left team members, especially newer one, without a clear foundation for understanding the service they were building on.

Goal

An internal interactive tool that makes PLUS's tutoring service legible to everyone working within it, whether that's a new employee trying to understand the org, a designer building a prototype, or an AI agent that needs service context to do its job well.

Role

As the Product Designer on this project, I owned the end-to-end design process:

Service Blueprinting — Mapped 30 scenarios into detailed service blueprints, capturing user actions, touchpoints, and backstage processes across the full journey
Information Architecture — Defined the IA to structure content and navigation in a way that matched user mental models and reduced complexity
Data Modeling — Designed the underlying data model to support the system's logic and ensure consistency across all 30 scenarios
Interaction Design — Created the interaction flows that translated the blueprints and data model into a usable, coherent experience

As the Product Designer on this project, I owned the end-to-end design process:

Service Blueprinting — Mapped 30 scenarios into detailed service blueprints, capturing user actions, touchpoints, and backstage processes across the full journey
Information Architecture — Defined the IA to structure content and navigation in a way that matched user mental models and reduced complexity
Data Modeling — Designed the underlying data model to support the system's logic and ensure consistency across all 30 scenarios
Interaction Design — Created the interaction flows that translated the blueprints and data model into a usable, coherent experience

As the Product Designer on this project, I owned the end-to-end design process:

Service Blueprinting — Mapped 30 scenarios into detailed service blueprints, capturing user actions, touchpoints, and backstage processes across the full journey
Information Architecture — Defined the IA to structure content and navigation in a way that matched user mental models and reduced complexity
Data Modeling — Designed the underlying data model to support the system's logic and ensure consistency across all 30 scenarios
Interaction Design — Created the interaction flows that translated the blueprints and data model into a usable, coherent experience

Progress

This project is currently in progress. Below is what has been done so far:

Mapped PLUS's service into 5 phases with over 30 possible scenarios.
Defined the data model for the app
Designed the app, information architecture, and interaction models.
Leveraged AI tools like Cursor and Claude Code to build out the app.

Reach out for more information on this case study

PLUS Personalized Learning - Goal Setting

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Designing an internal interactive service blueprint tool to provide context for employees and AI agents

Designing an internal interactive service blueprint tool to provide context for employees and AI agents

Designing an internal interactive service blueprint tool to provide context for employees and AI agents

PLUS Personalized Learning is a hybrid human-AI tutoring platform with 500+ tutors, operating across 13 schools and supporting 5,000+ middle school students through real-time, in-class math tutoring.

There was no single source of truth for how PLUS's tutoring service works. This made AI agents less effective and left team members, especially newer one, without a clear foundation for understanding the service they were building on.

An internal interactive tool that makes PLUS's tutoring service legible to everyone working within it, whether that's a new employee trying to understand the org, a designer building a prototype, or an AI agent that needs service context to do its job well.

This project is currently in progress. Below is what has been done so far:

Mapped PLUS's service into 5 phases with over 30 possible scenarios.

Defined the data model for the app

Designed the app, information architecture, and interaction models.

Leveraged AI tools like Cursor and Claude Code to build out the app.

Reach out for more information on this case study

PLUS Personalized Learning - Goal Setting