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Lightning Talk #14: Blueprint for change by Ally Reeves

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By changing the way we see large businesses and government, we can begin to understand what should be changed.

Service Blueprinting can be a powerful way to bring people together from different product lines, service lines, and disciplines. In this lightning talk session, Ally will share her own experience of using service blueprints in design for healthcare.

You will walk away with an understanding of how service blueprints are created and ways in which the resulting knowledge can immediately begin to transform how you do business.

Published in: Design
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Lightning Talk #14: Blueprint for change by Ally Reeves

  1. 1. Ally Reeves B LUEPRINT FOR CHAN GE
  2. 2. ALLY REE VES behance.net/allyreeves medium.com/@allyreeves @allyreeves UX Designer Information Architect Artist Author
  3. 3. — An Analogy — A Story about a Service Blueprint — Identifying Opportunities for Change — Resources — Questions? AGENDA 3BLUEPRINT FOR CHANGE : ALLY REEVES
  4. 4. AN ALOGY 4 BECAUSE I NEVER GET TIRED OF ANALOGIES
  5. 5. thank you.
  6. 6. I’m Susan I’m a mobile app I’m a community center I’m a relationship I’m conflict resolution training I’m a better paper form
  7. 7. A STORY ABOUT A SERVICE BLUEPRINT 11 WHAT IT IS, WHY IT WORKED
  8. 8. WHERE DO W E B EGI N ?
  9. 9. A complex client working in lab diagnostics looking for ways to improve patient experience and overall health outcomes. WHERE I BEGA N 14BLUEPRINT FOR CHANGE : ALLY REEVES
  10. 10. WHAT WE WER E ASKED TO DO 15BLUEPRINT FOR CHANGE : ALLY REEVES DOZ ENS OF SOFTWARE PRODUCTS: WITH PRODUCTS CREATED AND KILLED EACH YEAR PHYSICAL TEST CENTERS EMBEDDED CLINICIANS LOGISTICS PICK /UP AND DROP OFF TEAMS LABORATORIES DIRECT-TO PATIENT SERVICES INSURANCE SERVICE TEAMS we build experiences in the form of digital solutions… oh yes we do that too …but somehow it hasn’t worked out for us so far…
  11. 11. 16BLUEPRINT FOR CHANGE : ALLY REEVES ?
  12. 12. TEAM OF EAGER GUINEA PIGS
  13. 13. WHAT DO WE DO WIT H THIS INFORMAT ION ?
  14. 14. “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
  15. 15. WHO WHAT WH E N WH ERE
  16. 16. THIS IS A MAPPED SERVICE ECOSYSTEM
  17. 17. HIGH-LEVEL JOURNEY DETAILED USER ACTIONS JOURNEY
  18. 18. DIGITAL, PHYSICAL, HUMAN CHANNELS
  19. 19. SUPPORTING ELEMENTS TOUCH-POINTS
  20. 20. VISIBLE INVISIBLE 3RD PARTY PAIN POINTS STAGING
  21. 21. 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. THINGS WE LEA R NED… 29BLUEPRINT FOR CHANGE : ALLY REEVES
  22. 22. ID ENTIFYING O P PORTUNITIES FOR CHANGE 30 WORKING WITH THE ALLIGATORS
  23. 23. 31BLUEPRINT FOR CHANGE : ALLY REEVES WHAT WE LOOK FOR: 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
  24. 24. 32BLUEPRINT FOR CHANGE : ALLY REEVES Services are clustered in only two parts parts of the patient journey CLUSTERS GAPS Our client is absent from a significant portion of the user journey. CLUSTERS GAPS
  25. 25. 33BLUEPRINT FOR CHANGE : ALLY REEVES 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. BRIDGES TOUCH-POINTS PAINPOINTS
  26. 26. 34BLUEPRINT FOR CHANGE : ALLY REEVES 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
  27. 27. 35BLUEPRINT FOR CHANGE : ALLY REEVES HMMM…THIS THING IS PRETTY DENSE! THIS THING IS HUGE AND THE INFO IS PRETTY DENSE. DESIGNER SAYS: CLIENT SAYS:
  28. 28. NOW THE FUN PART !!!
  29. 29. I’m Susan I’m a mobile app I’m a community center I’m a relationship I’m conflict resolution training I’m a better paper form
  30. 30. BRIDGES & PAIN POINTS CLUSTERS & GAPS FRACTURED CHANNELS RES PON D!!
  31. 31. RESOURCES 45 https://drive.google.com/folderview? id=0B9zaPch0s7hTZVd1OTBPOXVZUWc&usp=sharing DOWNLOAD FROM DRIVE SERVICE BLURPRINT TEMPLATE PROMPTS: RESPONDING TO INDICATORS
  32. 32. QUESTIONS?
  33. 33. behance.net/allyreeves medium.com/@allyreeves @allyreeves Ally Reeves B LUEPRINT FOR CHANGE KEEP IN TOUCH
  34. 34. 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/

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