Service blueprint · Diagram Design

Trial to paid — what the customer never sees

Five stages from signup to the first invoice. The customer still sees Retry payment; the failure is a backstage dunning-job timeout sitting below the line of visibility.

Trial to paid — what the customer never sees Service blueprint of a trial-to-paid path across five stages, with customer and frontstage actions above a line of visibility and a focal backstage dunning-job timeout under Hit the limit. STAGE 1 Sign up STAGE 2 Activate STAGE 3 Hit the limit STAGE 4 Upgrade STAGE 5 First invoice EVIDENCE Welcome email Product UI Paywall Checkout form PDF invoice CUSTOMER Create account Use product Retry payment Pick plan Read bill FRONTSTAGE Welcome In-app nags Pay modal Checkout Receipt BACKSTAGE CRM write Usage meter dunning-job timeout dunning-job · 4h Tax calc Ledger SUPPORT Email Analytics Card processor — GL LEGEND Line of visibility Backstage layer Focal cell · timeout

THE FINDING

dunning-job timeout

Under Hit the limit, the customer row still says Retry payment. The timeout lives on the backstage row, below the line of visibility — a billing job, not a copy problem on the pay modal.

The line is the claim

Stages are equal columns. Layers are labeled rows. Everything above the heavy rule is onstage; everything below it is hidden. No arrows: stage order is the sequence, and wait times are cell text.

Recovery after the dip

Upgrade and First invoice restore the walk: tax calc and ledger post below the line, checkout and receipt stay above it. The timeout is the one accent cell the figure exists to show.

trial to paid · service blueprint example · diagram design