4/17/2023 0 Comments Service blueprintWith pre-existing user insight or the knowledge of archetypal journeys, most of the work to develop the blueprint is in understanding the organizational back-stage processes from knowledge that is distributed and silo’d in-house. Service blueprints force teams to learn about the “back-stage” drivers in the organization and the customer. Identifying these mismatches provide opportunities to improve service experience by optimizing or redesigning the team and communication structures supporting service delivery. The intended value of the work may not materialize for anyone-neither the team who created it, nor the users who face an increasingly incoherent experience.Ī clear view of the larger arc of journey and the organizational systems supporting it will highlight opportunities by identifying misalignment: structural mismatch between the arc of a core user experience and its information pathways through teams and organizational support systems. When teams are aligned and well-coupled, experiences flow smoothly.Īs organizations grow in size and complexity, the connection between a team’s activities and how it impacts the user’s experience of the product or service becomes faint, forgotten or even eliminated. ![]() “Any organization that designs a system (defined broadly) will produce a design whose structure is a copy of the organization's communication structure.” Conway’s Law tells us that information flows through service experiences with the same ease as information passing between teams in an organization.
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