Making the complex simple
When I first started my last position I had several onboarding sessions that, while informative, did not paint one cohesive picture of our internal processes. I wanted a 10k ft view of our labyrinthine borrower-sales-lender interactions and realized that this view did not currently exist at the company.
Generated from interviews with sales ops, sales managers, project managers, and engineers, the Service Design Blueprint is made up of front of house/back of house players, each in their own dedicated swim lane. Moments and interactions for each ‘actor’ are linked together, moving left to right as they go through each phase of the journey.
With the success of the blueprint, we now use it in project kickoffs, discovery sessions and recaps to set project definitions, and identify bottlenecks or growth areas.
It has now become part of the core onboarding experience.