Slideshow

Stories structured in a blueprint The final service blueprint uses a simplified structure with clear horizontal bands and is easy to scan. It represents the full end-to-end service, bringing together evidence-based insights into a shared view of the system.This allows teams to identify pain points, prioritise opportunities, and align on where to focus. It is…

Making sense of research I combined insights from people, products, and platforms into a first draft service blueprint. By arranging this information visually, patterns began to emerge, helping the team make sense of the system.This working model reflects the process of moving, grouping, and refining information to uncover insights and opportunities.

Empathy and insights Understanding the needs of the actual customers. I have found that talking with your users and customers generates more ideas than you can actually develop. Build a process of continuous research creating a ‘voice of the customer’ that inspires you to create new solutions. User research At Redpin I hired a dedicated…

Lots of data but no maps When I joined, the organisation already held extensive insight about customer behaviour. However, this information was spread across teams and had not yet been combined into service blueprints or customer journey maps. People and processes Branches across Spain and a call centre handled FX transactions.Interviewing staff and reviewing recorded…

Applying service design in a fintech product team Currencies Direct were the first money transfer provider in Europe, starting in 1996. Currencies Direct has over 20 branches across Spain, specializing in international money transfers, property purchase payments, and currency exchange with no transfer fees. The product team was responsible for the digital experience of the…

Delivering working parts of a service Identify solutions that balance user needs, business goals, product experience, and platform operations. Define vertical slices of functionality that cut through the service blueprint, from front stage interactions to backend systems. Each slice represents a working part of the service that can be designed, built, and tested as a…

A continuous thread across research, design and delivery User stories are used at every stage of product and service development, from high-level epics describing entire services to individual stories that guide sprint delivery. In research, journey maps are composed of stories describing how people experience a service today and how they expect it to work.…

Lots of approaches to service design Service design offers a wide range of approaches. Over time, designers build their own set of tools and methods. In my work, I focus on two core concepts: Stories and Slices.User stories act as the unit of continuity in an agile service design process. They carry user intent from…