We practice human-centered design by researching and designing for service providers and the people who interact with those services, but what about the elephant in the room?
To keep up with the demands of a fast-paced world, service designers need to accommodate requests and identify the right set of tools for the right set of needs. In this video, we illustrate the approach from Harmonic service designer Jeff Harris, where he explores service blueprinting to create a shared understanding and alignment.
Jeff created over ten service blueprints mapping 300 pre-established tech and policy requirements. The blueprint is one of our favorite tools for visualizing complex services and understanding the experience across multiple actors and even elephants.
Story by Carol Massa, Matias Rey, and Mariah Mills
Editing by Matias Rey
Narrated by Mariah Mills