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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.

{% embed url="https://www.figma.com/file/v7rPzabWWEhGQcMfrsS4cM/Construction-Permit-Review-08%2F23%2F2023?node-id=0:1&t=R4ezQEsgDq1MDX92-1&type=whiteboard" %}

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

{% tabs %} {% tab title="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. {% endtab %}

{% tab title="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. {% endtab %}

{% tab title="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 {% endtab %} {% endtabs %}