UXSG: Transformation

This year’s UXSG conference theme was "Transformation”, I was invited to present about Service Design methods.



I am grateful to Singapore's UX community for including me in their amazing 2016 speaker panel! My session was titled, "Blueprint for Change", and I outlined how service design and the service blue-printing process can transform large organizations. 


First of all, what is a service blueprint? 
"A service blueprint is an operational planning tool that provides guidance on how a service will be provided, specifying the physical evidence, staff actions, and support systems / infrastructure needed to deliver the service across its different channels (like print, digital, and in-person customer service)

Service Blueprints may take different forms – some more graphic than others – but should show the different means/channels through with services are delivered and show the physical evidence of the service, front line staff actions, behind the scene staff actions, and support systems. They are completed using an iterative process – taking a first pass that considers findings from personas, journey maps, and location planning and then coming back to the blueprint to refine it over time. Often blueprints raise questions that cannot be readily answered and so need to be prototyped; for instance by acting out an interaction or mocking up a product. Generally, one blueprint should be created for each core service, according to the right level of detail for each." (Learning Space, 2018) "



Create your own!
If you find yourself in a situation where your design needs cross multiple channels (like web, mobile, print media, and customer support or staff interactions) using a service blueprint might help to describe your work! I'm sharing a template that I’ve had success with in the past! Download a copy ↓ 


What a great event!


The organizing team was amazing, and beautifully framed the event:

...No matter what product or service you work on; in an agency, corporation or startup; by yourself or with a team; the core of our craft remains the same – to transform the world, little by little, to become a better place. We [will] explore the fundamental impact that design has on our everyday lives across: society, communities, products and services, and the self.” 

The event was organized by practitioners and volunteers, and selected speakers based on quality of topic: this made for an event that had a lot of new fresh faces and ideas; different from conferences that grab the same speakers and published authors that tend to circulate in a repetitive cycle across some more mainstream conferences.