Ally Reeves

B L U E P R I N T F O R C H A N G E

A L L Y R E E V E S

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@allyreeves

UX DesignerInformation ArchitectArtistAuthor

— An Analogy— A Story about a Service Blueprint— Identifying Opportunities for Change— Resources— Questions?

A G E N D A

3B L U E P R I N T F O R C H A N G E : A L LY R E E V E S

A N A L O G Y

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BECAUSE I NEVER GET TIRED OF ANALOGIES

thank you.

I ’m Susan

I ’m a mobi le app

I ’m a community center

I ’m a relat ionship

I ’m conf l ic t resolut ion t raining

I ’m a better paper form

A S T O R Y A B O U T A S E R V I C E B L U E P R I N T

1 1

WHAT IT IS, WHY IT WORKED

W H E R E D O W E B E G I N ?

A complex client working in lab diagnostics looking for ways to improve patient experience and overall health outcomes.

W H E R E I B E G A N

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W H A T W E W E R E A S K E D T O D O

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D O Z E N S O F S O F T W A R E P R O D U C T S : W I T H P R O D U C T S C R E A T E D A N D K I L L E D E A C H Y E A R

P H Y S I C A L T E S T C E N T E R S

E M B E D D E D C L I N I C I A N S

L O G I S T I C S P I C K / U P A N D D R O P O F F T E A M S

L A B O R A T O R I E S

D I R E C T - T O P A T I E N T S E R V I C E S

I N S U R A N C E S E R V I C E T E A M S

we bui ld exper iences in the form of digi ta l solut ions…

oh yes we do that too

…but somehow i t hasn’ t worked out for us so far…

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?

T E A M O F E A G E R G U I N E A P I G S

W H A T D O W E D O W I T H T H I S I N F O R M A T I O N ?

“If we're going to be successful in this new world, we need to see information as a workable material and learn to architect it in a way that gets us to our goals.”

― Abby Covert

W H O W H A T W H E N W H E R E

THIS IS A MAPPED SERVICE ECOSYSTEM

HIGH-LEVEL JOURNEY

DETAILED USER ACTIONS

JOURNEY

DIGITAL, PHYSICAL, HUMAN

CHANNELS

SUPPORTING ELEMENTS

TOUCH-POINTS

VISIBLE

INVISIBLE

3RD PARTY

PAIN POINTS

STAGING

Massive ecosystem = one blueprint per user!

Knowing who knows what is key!

The hard work is worth it. Do your homework!

Some tools are multitools!

Sometimes improving the user experience means improving the experience of those who serve and assist the user.

T H I N G S W E L E A R N E D …

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I D E N T I F Y I N G O P P O R T U N I T I E S F O R C H A N G E

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WORKING WITH THE ALLIGATORS

3 1B L U E P R I N T F O R C H A N G E : A L LY R E E V E S

W H A T W E L O O K F O R :

We look for gaps in services and products that

support the customer journey. These are segments of the journey that have little or no supporting products and services.

We look for clusters : these are a small step in

the overall journey where services and products may be overlapping or confusing as a user looks for a way to complete the next step in a task or process.

CLUSTERSGAPS

We look for pain points related specifically to quantity of products and

services: these steps in a user journey are

not well supported or excessively serviced we note room for improvement.

PAIN POINTS

We look for bridges : these are channels of with

one or more products or services provide consistent support through a number of steps in the user journey.

BRIDGES

We look for fractured channels: where the user

journey splinters across multiple channels or from multiple channels to a single channel: this can indicate rough transitions for users.

FRACTURED CHANNELS

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Services are clustered in only two parts parts of the patient journey

CLUSTERS

GAPSOur client is absent from a significant portion of the user journey.

C L U S T E R S

G A P S

3 3B L U E P R I N T F O R C H A N G E : A L LY R E E V E S

Many pain points are related to lack of information or uncertainty about our

client’s services and value proposition. Customers either do not anticipate a

product or service is available; in some cases they are aware of products, but don’t know why they should choose to use this client’s product.

PAIN POINTS

One key patient application provides the most significant level of support throughout the patient journey.

BRIDGEST O U C H - P O I N T S

PA I N P O I N T S

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Patients experience fractured channels and multiple handoffs between touch-points :

Related to location

• At this location…

• At that location…

Related to3rd party Services

• When primarily using this competitor tool…

Related toDevices

• When primarily using this device, then switching to mobile…

FRACTURED CHANNELS

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HMMM…THIS THING IS PRETTY DENSE! THIS THING IS HUGE AND THE INFO IS PRETTY DENSE.

DESIGNER SAYS: CLIENT SAYS:

N O W T H E F U N P A R T ! ! !

I ’m Susan

I ’m a mobi le app

I ’m a community center

I ’m a relat ionship

I ’m conf l ic t resolut ion t raining

I ’m a better paper form

BRIDGES & PAIN POINTS

CLUSTERS & GAPS

FRACTURED CHANNELS

R E S P O N D ! !

R E S O U R C E S

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https://drive.google.com/folderview?id=0B9zaPch0s7hTZVd1OTBPOXVZUWc&usp=sharing

DOWNLOAD FROM DRIVE

SERVICE BLURPRINT TEMPLATE PROMPTS: RESPONDING TO INDICATORS

Q U E S T I O N S ?

behance.net/allyreeves

medium.com/@allyreeves

@allyreevesAlly Reeves

B L U E P R I N T F O R C H A N G E KEEP IN TOUCH

image credits:natural ecosystem: (HERE)

photograph of everglades: http://www.grayline.com/tours/orlando/everglades-and-miami-adventure-5873_28/

blood draw girl: http://www.seattlecriminallawyerblog.com/2014/08/evolution-of-search-and-seizur.html

hospital panorama: The Pulse, Lauzhou university https://childrensheartlink.wordpress.com/tag/first-hospital-of-lanzhou-university/