Service design blueprint

Your service, mapped end to end

A map of one service from start to finish, showing what your users see and do at each step and what your staff and systems do to make it happen. It comes with recommendations on what to change first.

Fed byUser testingProduct strategy

What we doHow you engage
  1. A single source of truthKnowledge
  2. Where you areInsight
  3. Where you need to goStrategy
  4. How you show upBrand
  5. How you engageExperience
  6. How you growGo to market

What's in it

  • Each step of the service, in order, from the first need to the point it is done
  • What the user sees and does at each step
  • What happens behind the scenes: the staff, handoffs, systems and policies involved
  • The points where people get stuck or effort is wasted
  • Recommendations, in priority order

How it's made

It is the output of service design. We talk to the people who use the service and the people who run it, and look at the systems behind it. Then we build the map with your team in workshops, so each owner can check their part before it is final.

How you use it

It gives teams who rarely sit together one shared view of the service, so they can agree what needs to change and who does it.

Some fixes will be in policy or staffing, away from any screen. The blueprint records those too. The fixes your users will see go into UX design, where they are designed and tested before anything is built.

Where it sits
How you engage
How we produce it
Service design
What it feeds
UX design
What it looks like
A service blueprint with recommendations

Need your service mapped end to end?

Tell us about the journeys and services that matter most.

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