t b-a-ArwSMol o SyeMAvoiding Design tools Fetishes

Institute Without Boundaries

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WHeN O U IIsUIzAOn tH MoTR O AlL EsI tOS

• To document research about customers and their journeys

• To let people help during testing and refinement

• To help capture new concepts

• To make concepts tangible

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Text is more open to interpretation than pictures and stories. Visuals help building commitment to the solutions created by the team.

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• Insights research & Workshops

• Service blueprinting

• Service proposition development

• Concept sketches and presentations

• Experience prototyping

• Testing & Delivery

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A system map is a diagram of all the actors affected by a service and the relationships between them, displayed in a systematic manner.

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• Service blueprintHelps you structure, design, and align touchpoint interactions as they unfold over time, including specific detail about the elements, experiences, and delivery within the service itself. It maps out:

• User journeys - all phases and steps performed.

• Touchpoints - all channels and touchpoints associated.

• Backstage processes - all stakeholders and actions involved.

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• Time

• Line of visibility

9

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The greatest value of a picture is when it forces us to notice what we never expected to see.

-John Tukey

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The successful public services of the future will enforce stronger relationships with their customers, and will emphasize their role of co-producers of the service.

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• Diagrams describe just the anatomy of a systemEntities within an organization are held together by a common purpose.

• Purpose is kingIf efficiency of expression becomes the key value, ideas that are crucial in other respects get easily marginalized.

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• Journey summariesCreate storyboards for each phase of the journey, and track key user journeys through the blueprint.

• Phase summariesDescribes user experiences across all channels at that stage. Document the connections between different backstage elements of the service and how they need to interact. Flag mission-critical elements or activities.

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wE kE dEGn CEIfE S CNgE wHE RoW iS UsT N OIO

Never look for things like the best user experience, the ultimate interface to something, whatever. Every design project is a redesign process. Life is always change, and change always happens at margins.

HaN YOfor your patience and understanding

Andrea Di Marco

Institute Without Boundaries