Future State Service Blueprinting for an App Experience

Q2 2018

Challenge

As production on a new digital experience ramped up, findings from the initial consumer research were getting overlooked and under-utilized. The goal of this project was to develop a strategic map to align the discovery and delivery teams on where to prioritize and what to build. This includes developing a POV from the research, envisioning the future state experience, and developing a service blueprint that connects that future state experience to the operational elements to bring that ideal customer experience to life.

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Service Design SME, responsible for developing the blueprint based upon synthesized research findings.
This was scoped as a 6 week sprint with a core team consisting of existing digital experience members and an external strategist.

My Role & Approach

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- 5 facilitated workshops
- 1 POV report synthesizing themes from the consumer research
- 20 mini-blueprints detailing prioritized elements in each step of the desired user experience
- 1 modular framework
- 3 Service Design Blueprints, future-state

ARTIFACTS

Graphic Design by David Lemus

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Results

Product re-prioritized their roadmap
Decrease in time needed for Product and Design to align on features and releases

Graphic Design by David Lemus

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