Original workflow / Source you can inspect
Morrow / A fictional workshop-service blueprint. Connect the welcome, preparation and recovery so every teammate knows the next responsible move.
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Experience host · 0–5 planned minutes
Customer
Find the welcome point.
Frontstage
Greet the guest and confirm the booked session.
Backstage
Read the reviewed booking note.
Support
Prepare a visible arrival sign.
Guest confirms the session and meeting point.
Failure: A booking is missing.
Escalation: Service lead checks the record; do not promise a seat.
Operations coordinator · 5–15 planned minutes
Customer
See a ready workspace.
Frontstage
Explain where personal belongings can stay.
Backstage
Check materials and accessible workstation requests.
Support
Run the room readiness checklist.
Room checklist is signed before activity starts.
Failure: A requested material is unavailable.
Escalation: Operations proposes a reviewed substitute to the service lead.
Craft trainer · 5–13 planned minutes
Customer
Understand the session and how to ask for help.
Frontstage
Give a short welcome and explain the break point.
Backstage
Review the session plan and recovery route.
Support
Keep the approved session guide nearby.
Guest can name the first activity and help contact.
Failure: The guest needs a different pace.
Escalation: Trainer agrees an appropriate adjustment with the service lead.
Craft trainer · 15–40 planned minutes
Customer
Complete the guided practice.
Frontstage
Demonstrate one action, then invite the guest to try.
Backstage
Monitor the material inventory and help queue.
Support
Use the reviewed instruction cards.
Guest completes the stated practice step.
Failure: The activity cannot continue safely.
Escalation: Pause the activity and ask the service lead to review.
Experience host · 40–47 planned minutes
Customer
Take the work and know the follow-up option.
Frontstage
Review the result and thank the guest.
Backstage
Reconcile materials and prepare the next session.
Support
Provide the approved care sheet.
Guest receives the agreed takeaway and help route.
Failure: The result is not ready.
Escalation: Service lead agrees a clear follow-up without inventing a promise.
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