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.

Source: Nielsen Norman Group

Activites/resources

• 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.

Responsabilites

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.

Deliverables

• 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