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.

1. Ally Reeves
B LUEPRINT FOR CHAN GE

2. ALLY REE VES
behance.net/allyreeves
medium.com/@allyreeves
@allyreeves
UX Designer
Information Architect
Artist
Author

3. — An Analogy
— A Story about a Service Blueprint
— Identifying Opportunities for Change
— Resources
— Questions?
AGENDA
3BLUEPRINT FOR CHANGE : ALLY REEVES

4. AN ALOGY
4
BECAUSE I NEVER GET TIRED OF ANALOGIES

9. thank you.

10. 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

11. A STORY ABOUT A
SERVICE BLUEPRINT
11
WHAT IT IS, WHY IT WORKED

13. WHERE DO W E B EGI N ?

14. 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

15. 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…

16. 16BLUEPRINT FOR CHANGE : ALLY REEVES
?

19. TEAM OF EAGER GUINEA PIGS

20. WHAT DO WE DO WIT H
THIS INFORMAT ION ?

21. “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

23. WHO WHAT WH E N WH ERE

24. THIS IS A MAPPED SERVICE ECOSYSTEM

25. HIGH-LEVEL JOURNEY
DETAILED USER ACTIONS
JOURNEY

26. DIGITAL, PHYSICAL, HUMAN
CHANNELS

27. SUPPORTING ELEMENTS
TOUCH-POINTS

28. VISIBLE
INVISIBLE
3RD PARTY
PAIN POINTS
STAGING

29. 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

30. ID ENTIFYING
O P PORTUNITIES
FOR CHANGE
30
WORKING WITH THE ALLIGATORS

31. 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

32. 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

33. 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

34. 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

35. 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:

38. NOW THE FUN PART !!!

39. 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

40. BRIDGES & PAIN POINTS
CLUSTERS & GAPS
FRACTURED CHANNELS
RES PON D!!

45. RESOURCES
45
https://drive.google.com/folderview?
id=0B9zaPch0s7hTZVd1OTBPOXVZUWc&usp=sharing
DOWNLOAD FROM DRIVE
SERVICE BLURPRINT TEMPLATE PROMPTS: RESPONDING TO INDICATORS

46. QUESTIONS?

47. behance.net/allyreeves
medium.com/@allyreeves
@allyreeves
Ally Reeves
B LUEPRINT
FOR CHANGE KEEP IN TOUCH

48. 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/