The problem
When a new Service Designer joined the team, we spotted an opportunity to create an up-to-date service map and blueprint. We decided that it would be good to get a view of the whole service from conception of a specification to the data being used.
What we did
The existing service map and blueprint were reviewed with members of the wider team to understand if processes and pain points were still relevant/current. There had been changes and team members highlighted that the service is not as linear as suggested by the previous artefacts.
Outcomes
The process of completing the service map and blueprint highlighted current pain points and improved collaboration/shared understanding across teams. Ensuring that the complexities and ‘loops’ within the service were recognised surfaced what happens at each step of the journey.
There was an opportunity to reflect on areas of focus as recorded on the service map- most of which have been addressed and we continue to iterate and improve on these features such as the dashboard within the service.
Future iterations
We plan to review and update the service map and blueprint on an ongoing basis and use it as a point of reference when thinking about service improvement and when onboarding colleagues in to planning data.
