Service Design involves researching how a service, if existing, will meet the needs of the end user, customer, citizen. This service can expand across a variety of contexts and systems.
In this case, it started in the broadcast media, where people visited a website, downloaded an app and then interfaced with a staff member using a POS iPad.
This is called the “Front stage” of services as it’s where the interactions take place with the public. The service continued in the back-office administration or “Back stage” to ensure that the service continued to meet the needs of the public and the supplier organisations. In this case it was the CRPOs.
In order to understand the service from beginning to end, it is useful to map the customers and operators perspective of where they are involved with different people, systems, procedures and policies.
This is where a current-state service blueprint comes in handy. It illustrates a story of the customer journey before, during and after their experience with the service.
It allows for where they come into contact with the ‘front stage’ touch-points as well as the ‘back-stage’ processes, systems and workflows supporting the services at different points in time.