An Introduction to Service Design

An Introduction to Service Design

Designing the Invisible

Lara Penin

A current states service blueprint starts with interviews; observational or experiential research with users, staff, and management; and transfer of all collected data into a draft blueprint. The draft blueprint can be shared with project stakeholders and work as a collective diagnostic tool, to identify gaps, pain points, patterns, and opportunities for improvement. Conversely, a future states service blueprint can be a tool for cocreation, helping the project team decide to work on specific segments or stages of the service and leading to recommendations, roadmaps, and concepts for new touchpoints and experiences.

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