Service Blueprinting
A business' service is a reflection of their internal organisation
When a user interfaces with a product whether it be physical or digital what they are experiencing is a culmination of the organisation's parts. An organisation's service will broadly reflect that of its internal structure.
This theory of mine is inspired by my observations and another parralel observation coined as Conway's Law which states…
Any organization that designs a system (defined broadly) will produce a design whose structure is a copy of the organization's communication structure.
Service blueprinting is a fantastic tool for mapping out those internal processes and idenitifying opportunities to change business practices to improve the customer experience.
Some might see this as a far stretch from UIs and micro-interactions but that couldn't be further from the truth and is why product designer should be fluent in business theory.
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TYIT Ltd provides a full stack UX consultancy that designs accessible digital services. We've helped complex organisations like BEIS and DfE achieve digital transformation by running Lean and Agile discovery processes.