Capturing features in Blueprint to guide solution build
After previewing how Pega workflows can be activated across channels, the stakeholders gather to discuss how Pega Blueprint™ can help prioritize the specific features needed to address U+ Bank's most pressing operational challenges.
The Solution Designer explains, "The Features step in Blueprint provides a strategic way to select the Pega features that directly address business challenges. It helps guide the application development process and ensure alignment with specific business needs."
The Chief Digital Officer reflects on the challenges the team has identified: "U+ Bank's stakeholders have been clear about the problems that need solving. The question now becomes: which features in Pega will best position the bank to overcome these obstacles?"
The following figure shows where the Solution Designer toggles on features to include in the application.
Note: This image is from a Customer Service Blueprint template.
Addressing pain points with features selection
U+ Bank’s stakeholders have articulated several urgent operational needs during the conversation. U+ Bank's business challenges are directly tied to powerful features available in Pega Customer Service™.
U+ Bank business challenge |
Pega features to toggle on |
Benefit to U+ Bank |
| Slow onboarding for customer service representatives (CSRs) | Knowledge Management and Knowledge Buddy | Provides contextual knowledge in real time, which helps CSRs adhere to high standards of trust and responsibility. |
| Manual data entry | Voice AI and Messaging AI | Frees up CSRs' time by auto-populating digital forms with the power of real-time speech-to-text analytics, sentiment analysis, and intelligent automation. |
| Lack of visibility for employees | Pega GenAI Coach™ | Empowers U+ Bank staff with AI-powered contextual guidance based on Case data and best practices that help improve operational efficiency and transparency. |
| Confusing user experience on mobile and web | Conversational Self-Service | Reduces contact center volume and delivers faster service with the power of agentic AI and the predictability of workflow to transform every customer experience across self-service channels. |
| Overwhelmed contact center | Messaging AI, Voice AI, Suggested Actions | Reduces CSR workload and improves response efficiency. |
Making informed feature decisions
The Solution Designer demonstrates the features step by clicking on one of the feature tiles. The system displays a detailed explanation of the feature's purpose, business benefits, and links to technical documentation. This information helps both business and technical stakeholders understand what each feature delivers and why it matters.
The Service Leader comments, "Having access to these explanations right within Blueprint makes it easier to discuss trade-offs and prioritize which features deliver the most immediate value. The team can make decisions grounded in both business impact and technical feasibility."
The Service Leader reflects, "I get it! This is incredibly helpful. Those are the features we should prioritize implementing to address our pain points and improve our customers’ experience.”
Building a high-fidelity Blueprint
The Solution Designer concludes, "The features step is where strategy meets implementation. The selected features become part of the high-fidelity Blueprint that will be shared with the Solution Builders during implementation. The Blueprint captures:
- The workflow processes and Stages
- The Data Model and Case Types
- The Channel strategy
- The feature selections
The high-fidelity Blueprint creates clarity, accelerates development, and ensures alignment between what business stakeholders envision and what technical teams build."
The business impact at U+ Bank
As we reflect on the journey outlined above, it is clear that the Blueprint process is more than a checklist. It is a strategic framework that empowers U+ Bank to tackle its most urgent operational challenges head-on. By thoughtfully selecting features in Pega Blueprint, stakeholders ensure that every solution is tightly aligned with real business needs, from streamlining onboarding and reducing manual data entry to enhancing visibility and transforming customer experiences.
This approach ensures that every feature toggled on is a deliberate step toward operational excellence. The collaboration between business and technical teams, supported by clear explanations and documentation, enables a shared vision for success.
Ultimately, the Blueprint is more than a tool - it is a catalyst for digital transformation. It equips U+ Bank not just to solve today’s problems, but to seize tomorrow’s opportunities with clarity, speed, and confidence.
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