Post on 15-Apr-2017
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
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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 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…
“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
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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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
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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:
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
R E S O U R C E S
45
https://drive.google.com/folderview?id=0B9zaPch0s7hTZVd1OTBPOXVZUWc&usp=sharing
DOWNLOAD FROM DRIVE
SERVICE BLURPRINT TEMPLATE PROMPTS: RESPONDING TO INDICATORS
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/