Having gained an acute understanding of my user and sketched some preliminary user flows, I felt it was time to create more in depth user flows to gain a stronger understanding of the purpose of this product and what way this digital solution will look.
What is a Service Blueprint: Brief Definition and Examples | Creately
A Service Blueprint is a tool used in project management and service design to visually depict the relationship between different service components. It allows the user to understand the processes involved in delivering a service, how these processes are linked, and how the efficiency and effectiveness of a service can be optimised. It includes customer actions, frontstage and backstage interactions, and support processes. It also details the thresholds in which these interact with each other, such as the line of interaction, line of visibility and line of internal interaction.
This is something that I have never done before so I was eager to give it a go. I based the headers on the ‘star of life’ objectives which can be found in my branding explanation. These are pillars of the vital app so I was glad to be able to include them in the blueprint. I based this on a user flow of a patient checking symptoms on the app, being referred to ED and their arrival to ED as this is the core of the vital service and a flow that employs all of the touch points and processes that are integral to the service.
Vital Service Blueprint
<aside> ⭐ REFLECTION: At this point of the design process, I feel very familiar with the definition of this product which means I do not need to carry out the same ideation and discovery for creating this blueprint that I have had to do for previous service artefacts. This has really helped me solidify the purpose of this service and all of it’s different functions. I will definitely present this diagram in my final hand in as it is a great overview of how this service works.
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After ‘sketching’ my user flows in the previous entry, I felt confident that I could create a finalised set of user flows on each of the main functions of the app. For the flows I had not sketched, I created a list of all of the main tasks to be completed in this service then began creating each flow. Having established three core flows already, I felt I had a certain familiarity with the potential information architecture of the app which meant creating user flows felt a lot more intuitive.
Booking an ED appointment - checking symptoms first
Accessing information on care pathways - access services
Chat feature - ‘chat to someone’
Check in - ‘navigation through service’
Checking symptoms