Service Blueprint and Design
A major government client undergoing a digital transformation of their service delivery processes came to Nomat for assistance with creating a service blueprint to map out the state of their current service.
Service Blueprint and Design
A major government client undergoing a digital transformation of their service delivery processes came to Nomat for assistance with creating a service blueprint to map out the state of their current service.
Service Blueprint and Design
A major government client undergoing a digital transformation of their service delivery processes came to Nomat for assistance with creating a service blueprint to map out the state of their current service.
Background
Nomat was engaged to conduct research to capture insights about the way work is undertaken within the organisation as part of a service design project. The focus was on understanding the systems and processes utilised, the corresponding customer touchpoints and experiences and also the current inefficiencies and areas of opportunity.
The insights collected culminated in a current-state service blueprint which would foster discussions and help inform the future digital transformation roadmap.
Background
Nomat was engaged to conduct research to capture insights about the way work is undertaken within the organisation as part of a service design project. The focus was on understanding the systems and processes utilised, the corresponding customer touchpoints and experiences and also the current inefficiencies and areas of opportunity.
The insights collected culminated in a current-state service blueprint which would foster discussions and help inform the future digital transformation roadmap.
Background
Nomat was engaged to conduct research to capture insights about the way work is undertaken within the organisation as part of a service design project. The focus was on understanding the systems and processes utilised, the corresponding customer touchpoints and experiences and also the current inefficiencies and areas of opportunity.
The insights collected culminated in a current-state service blueprint which would foster discussions and help inform the future digital transformation roadmap.
What we did
The project was conducted following a human-centred design (HCD) process. This involved engaging with internal stakeholders to explore business needs and research objectives.
What we did
The project was conducted following a human-centred design (HCD) process. This involved engaging with internal stakeholders to explore business needs and research objectives.
What we did
The project was conducted following a human-centred design (HCD) process. This involved engaging with internal stakeholders to explore business needs and research objectives.
Remote discovery workshop facilitation
Nomat brought together senior management and project teams across different areas of the organisation in an effort to create alignment on the project. Both objectives and scope were discussed during this workshop.
The workshop kicked off an exploration of the organisational ecosystem, including the interactions with systems and processes. This generated buy-in with internal teams, which resulted in these teams collaborating to create a set of commonly accepted actions. These actions served as the initial draft of the service blueprint, which helped to pave the way for future research.
Remote discovery workshop facilitation
Nomat brought together senior management and project teams across different areas of the organisation in an effort to create alignment on the project. Both objectives and scope were discussed during this workshop.
The workshop kicked off an exploration of the organisational ecosystem, including the interactions with systems and processes. This generated buy-in with internal teams, which resulted in these teams collaborating to create a set of commonly accepted actions. These actions served as the initial draft of the service blueprint, which helped to pave the way for future research.
Remote discovery workshop facilitation
Nomat brought together senior management and project teams across different areas of the organisation in an effort to create alignment on the project. Both objectives and scope were discussed during this workshop.
The workshop kicked off an exploration of the organisational ecosystem, including the interactions with systems and processes. This generated buy-in with internal teams, which resulted in these teams collaborating to create a set of commonly accepted actions. These actions served as the initial draft of the service blueprint, which helped to pave the way for future research.
Review existing research
Nomat undertook a comprehensive review of previous research. The research data was used to create more clarity around business needs and provided additional context to the project.
Insights gathered were added to the draft version of the service blueprint, which worked to supplement existing data.
Interviews and discussions
Qualitative insights were gathered through contextual inquiry, in addition to staff and customer interviews. This phase was central to gaining a multifaceted understanding of the service being both delivered and received.
Nomat then undertook collaborative analysis and synthesis of the data.
The research allowed key information to be captured, such as identifying how teams were currently completing their work via the existing systems and processes. Additionally, this research helped surface current inefficiencies and areas of opportunity. Throughout this work, a HCD lens was applied to the process, which considered customer interactions and experiences.
Review existing research
Nomat undertook a comprehensive review of previous research. The research data was used to create more clarity around business needs and provided additional context to the project.
Insights gathered were added to the draft version of the service blueprint, which worked to supplement existing data.
Interviews and discussions
Qualitative insights were gathered through contextual inquiry, in addition to staff and customer interviews. This phase was central to gaining a multifaceted understanding of the service being both delivered and received.
Nomat then undertook collaborative analysis and synthesis of the data.
The research allowed key information to be captured, such as identifying how teams were currently completing their work via the existing systems and processes. Additionally, this research helped surface current inefficiencies and areas of opportunity. Throughout this work, a HCD lens was applied to the process, which considered customer interactions and experiences.
Review existing research
Nomat undertook a comprehensive review of previous research. The research data was used to create more clarity around business needs and provided additional context to the project.
Insights gathered were added to the draft version of the service blueprint, which worked to supplement existing data.
Interviews and discussions
Qualitative insights were gathered through contextual inquiry, in addition to staff and customer interviews. This phase was central to gaining a multifaceted understanding of the service being both delivered and received.
Nomat then undertook collaborative analysis and synthesis of the data.
The research allowed key information to be captured, such as identifying how teams were currently completing their work via the existing systems and processes. Additionally, this research helped surface current inefficiencies and areas of opportunity. Throughout this work, a HCD lens was applied to the process, which considered customer interactions and experiences.
Services provided by Nomat
Online discovery workshop
Reviewing existing research
Online contextual inquiries
Online Interviews
Remote feedback workshops
Services provided by Nomat
Online discovery workshop
Reviewing existing research
Online contextual inquiries
Online Interviews
Remote feedback workshops
Services provided by Nomat
Online discovery workshop
Reviewing existing research
Online contextual inquiries
Online Interviews
Remote feedback workshops
Final service blueprint and feedback
Based on the research findings, the draft service blueprint was iterated upon to create the final version. This final service blueprint helped to encapsulate the relationship between various service components in a visual way, in keeping with the objectives of the project.
Nomat engaged with various internal stakeholders through remote workshops to obtain and incorporate feedback on the blueprint.
The insights revealed by the research were compiled into a report for the stakeholders and senior management.
Final service blueprint and feedback
Based on the research findings, the draft service blueprint was iterated upon to create the final version. This final service blueprint helped to encapsulate the relationship between various service components in a visual way, in keeping with the objectives of the project.
Nomat engaged with various internal stakeholders through remote workshops to obtain and incorporate feedback on the blueprint.
The insights revealed by the research were compiled into a report for the stakeholders and senior management.
Final service blueprint and feedback
Based on the research findings, the draft service blueprint was iterated upon to create the final version. This final service blueprint helped to encapsulate the relationship between various service components in a visual way, in keeping with the objectives of the project.
Nomat engaged with various internal stakeholders through remote workshops to obtain and incorporate feedback on the blueprint.
The insights revealed by the research were compiled into a report for the stakeholders and senior management.
Outcome
The final service blueprint was well received by both senior management and the internal stakeholders. This deliverable was considered to be a key tool in their digital transformation strategy.
The service blueprint was central to creating a holistic view of the different service components that made up the process. This helped to create a shared understanding of the people, systems and processes involved. It also enabled communication across different teams to better identify and align priorities.
Most importantly, the HCD approach transformed the service blueprint into a diagnostic tool to uncover specific pain points raised through these interactions.
This increased awareness was the key in guiding the future digital transformation roadmap of the organisation.
Outcome
The final service blueprint was well received by both senior management and the internal stakeholders. This deliverable was considered to be a key tool in their digital transformation strategy.
The service blueprint was central to creating a holistic view of the different service components that made up the process. This helped to create a shared understanding of the people, systems and processes involved. It also enabled communication across different teams to better identify and align priorities.
Most importantly, the HCD approach transformed the service blueprint into a diagnostic tool to uncover specific pain points raised through these interactions.
This increased awareness was the key in guiding the future digital transformation roadmap of the organisation.
Outcome
The final service blueprint was well received by both senior management and the internal stakeholders. This deliverable was considered to be a key tool in their digital transformation strategy.
The service blueprint was central to creating a holistic view of the different service components that made up the process. This helped to create a shared understanding of the people, systems and processes involved. It also enabled communication across different teams to better identify and align priorities.
Most importantly, the HCD approach transformed the service blueprint into a diagnostic tool to uncover specific pain points raised through these interactions.
This increased awareness was the key in guiding the future digital transformation roadmap of the organisation.
Interested to know more? Let’s Talk.
Interested to know more? Let’s Talk.
Interested to know more?
Let’s Talk.