![]() We had prepared the structure using Post-its on a wall and then translated that to Miro. There were some big gaps and questions that we couldn’t answer, so we took it to the wider team. We got to the point where we couldn’t go any further ourselves. The legal basis was crucial in this project but you might use a different level here, such as ‘system resources’ or something else that is essential to the end to end journey. ![]() legal basis - how legislation affects whether the application is valid or not.human actions (what the applicant does, sends or receives, how the planning officer checks the application).backend activity (how documents and data are sent by API, how they’re received and how this interacts with the legacy system).frontend activity (what the customer sees and does).We mapped out customer actions in a linear way, across different levels: While this is essentially an interaction between two humans (the applicant and the planning officer), there are multiple digital transactions happening to make that human interaction as seamless as possible. Our service blueprint showed the end to end journey of how a customer (‘applicant’) completed a planning application to their local council. Our delivery manager and a designer did some mapping before the session, giving us a basic structure or the ‘bones’ of the blueprint. Some people had been there for a long time but others hadn’t - it was a means of sharing knowledge from one phase of the project to another. Our service blueprint was a useful reflection tool part way through a long term project. When you have this many people in what can be quite an intense workshop, it’s important to have someone who can facilitate discussion and help everyone get a chance to speak. two designers who had recently joined the project.someone from the central government department that funded the work.3 developers who had been on the project for a long time.several POs (planning officers from different councils).But it allows people to look beyond their immediate role and have a thorough and informed discussion about what to do next. You might have several different voices and viewpoints, making it harder to get consensus. This allows you all to gain a shared understanding of what is happening where. When you have a big team of people who are working on several things at once, you need the people who can give you the right information in the right places. We were able to then discuss what would make these elements acceptable for use and how we could bring these parts of the process up to the same standard as the bits that were already working. We found two big gaps where we hadn’t even started to address the problem. We looked across the service to see which parts of the front end are connected to the end user, and what gaps we have. When you are building and testing many elements of a minimum viable product (MVP) in parallel, a service blueprint can help to pin point barriers to adoption of different features. The process of creating the blueprint helps POs familiarise themselves with what others are working on and understand how that relates to their piece of the puzzle. It is also useful when you have multiple Product Owners working on different elements of a bigger project. The service blueprint lets you see the flow through those layers. You might have internal and external users, beta journeys and legacy journeys. When to create a service blueprint Navigating multiple journeysĪ service blueprint is helpful when you have multiple layers of technology and user journeys. find gaps where we hadn’t even started to address a problem.identify pain points (internal and external).bring people together to critique progress.visualise and take stock of what we’ve done.The service blueprint allowed us, as a team, to: Here, we share our approach to preparing and sharing the blueprint and what we got out of it. We created a service blueprint as part of a complex, long-running project with multiple workstreams. This kind of granular mapping hadn’t been done before.” It’s not one lovely holistically designed thing, it’s lots of overlapping things which we need to consider but we can’t necessarily influence or impact. But that’s not how services and products are commissioned. ![]() “Part of a service blueprint is to imagine everything that’s happening as one ‘whole’.
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