Laura Blumenthal is a senior program manager at CCI who leads initiatives that build capability in design thinking, seed innovative ideas to address social needs in community settings, and test digital technology.

In this Peer Workshop, Laura shares how she’s used service blueprinting — the fundamental method of service design — to visualize an end-to-end service and find ways to make it better for all stakeholders involved.

You won’t want to miss:

  • Tips for how to get started making a service blueprint.
  • Reflections on “what I wish I had known” to save you the trouble when you try!

Plus, there are a number of great questions with discussion from the audience!

In this video:

06:35 — What is service design
08:00 — What is a “service blueprint”
13:15 — How to get started with blueprinting
18:00 — Developing your approach
25:00 — Reflections on the benefit of going through the process
29:00 — Aside about a related method: Swim lane diagrams
36:00 — Q&A on ways to format your blueprint

                          

                           

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