Service design & customer journey redesign

I bring that evidence into a journey map that makes the sequence and its important moments visible. In the Posti service concept, the research helped examine the uncertainty around preparing an urgent parcel in a self-service setting. The same attention to context can help investigate other services where the difficulty lies between touchpoints or in the circumstances surrounding a task.

Service blueprinting helps make those relationships explicit.

I work with the relevant people to map the frontstage experience and the backstage activities supporting it. We look at responsibilities, tools, information flows and dependencies, including the informal work that keeps the process functioning. This gives the team a shared view of where change is possible and which parts of the organisation need to contribute.

I make the proposed service tangible through future journeys, interface concepts and walkthroughs of important moments. Where automation is involved, we consider what people need to see, decide and correct. We can then evaluate selected parts with the people who would use or operate the service. That helps reveal practical issues before the proposed change becomes a larger operational commitment.

The outcome can include a service blueprint, prioritised improvements and a pilot brief with useful measures. Depending on the service, those measures might concern completion, waiting, errors or the effort required from staff. I help translate the design into a basis for implementation and collaboration, with the organisation retaining clear ownership of the operational decisions and changes involved.