Service mapping
Service mapping
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About
About
Whilst at Infogrid, I led multiple discovery initiatives that were aimed at uncovering business opportunities within the growth teams. One of the activities I undertook was creating a high-level service blueprint map that validated existing business concerns and uncovered new opportunities.
Role:
Service Designer
Researcher
Objective:
Validate existing hypotheses and uncover opportunities for service improvements
Outcome:
Highlighted 13 opportunity areas
Those were mapped out to an opportunity solution tree, supporting company-wide roadmap planning sessions for 2023
Activities:
Stakeholder interviews
Shadowing sales and onboarding calls
Participation in a client sensor installation
Service blueprint mapping
Discovery playback to key stakeholders
Image gallery
Image gallery
Activities
Activities
Stakeholder interviews
Stakeholder interviews
The growth teams look after the whole onboarding journey of the customers, which is long and multi-faceted. This is why as a design lead on this discovery, I decided to talk to the different domain experts who are looking after different parts of the service, to help me understand what their role involves, their day-to-day tasks, what their pains and hopes for the future are, and start putting those pieces of information together to shape a service map.
Shadowing sales and onboarding calls
Shadowing sales and onboarding calls
Shadowing sales and onboarding calls helped uncover user pain points very quickly, I was able to capture user uncertainty and opportunities where Infogrid can provide further support to make the customer journey smoother.
Participation in a client sensor installation
Participation in a client sensor installation
Taking part in a real installation at a client site, although a bonus to the discovery, was a real eye-opener for the type of challenges users of this part of the service come to.
Service blueprint mapping
Service blueprint mapping
Having gathered all these nuggets of information from the interviews, shadowing, and installation, I was able to represent the whole onboarding journey on a service map. I added an additional three swim lanes for pain points, opportunities, and additional questions, which were the key focus area for my next step - playback.
Playback
Playback
Using the service blueprint map, I presented back to key stakeholders with the goals:
validating the map is correct
agreeing on the severity of each problem identified
The problems were then used in an opportunity solution tree guiding 2023 roadmap prioritisations.
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