Service blueprint
Service Blueprints are a continuum of “to-be” journeys which are a series of diagrams that visualize the relationship between different components such as user action/goals, Building Blocks, and Data Input/output.
A service blueprint is a diagram that visualizes the relationships between different service components - people, properties (physical or digital evidence), and processes - that are directly tied to touchpoints in a specific customer journey.
Benefits of service blueprint
Identify weaknesses in the user interface: Blueprinting exposes the big picture and offers a map of dependencies, thus allowing a service designer to discover a weak leak at its roots.
Identity opportunity for optimization: The visualization of relationships in blueprints uncovers potential improvements and ways to eliminate redundancy.
Coordinating complex services by bridging cross-dependent efforts. Blueprinting forces service designers to capture what occurs internally throughout the totality of the user journey, giving them insight into overlaps and dependencies that departments/ministries alone could not identify.
Our Service Blueprint Template facilitates coordination between teams and components while producing deep understanding related to use cases that are worked on. They are a continuum of the “to-be” user journeys within the implementation playbook.
The primary elements of our service blueprints are:
Processes
Different service users and entities involved in providing the service
Actions and goals of entities and users
GovStack Design Patterns
Required documents, Data input and output
Building Blocks
Source: Nielsen Norman Group
Study the user journeys of the service
Chart all the steps covered in the user journeys on the Service Blueprint template.
For each step on the service blueprint:
Map the goals and actions performed by each service user, provider, and stakeholders
Data Input: Data required from the service users, providers, and stakeholders
Data output: Data presented to the service users, providers, and stakeholders at the completion of the step.
Identify and list the generic workflows that can facilitate the step
Based on the generic workflows and the GovStack technical specifications, list the potential set of Building Blocks that are required for the step.
Upon completion of the service blueprint, map the generic design patterns to the steps on the blueprint.
Who does what:
Service designer - Lead the co-design of the service blueprint
Product owners - Oversee the development of the service blueprint, provide input when required, and review the final blueprint.
User needs researchers – provide the service users' perspective when developing the service blueprint.
Back-end developer - assists in the identification and mapping of generic workflows and Building Blocks
UX/UI Designers -assist in identifying the design patterns for each step in the service blueprint to later use in the development of wireframes.
Completed Service Blueprint with:
Goals and actions of each service user, provider, and stakeholder for each step
Generic workflows and Building Blocks required to facilitate the service
Set of Design patterns required to develop the wireframes
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