- June 18th
- 2:00 - 4:00 PM
Are you curious about service blueprinting but not sure where to start? Hoping to expand your skills? At Kaiser Permanente, the largest nonprofit healthcare provider in the USA serving 12.5+ million patients, we bring end users behind the scenes to service blueprint. Co-designing service blueprints with end users shortens the time from idea to execution, deeply engages staff and patients in development, and provides opportunities to collaboratively innovate. In this interactive and hands-on workshop, we will explore how to co-create service blueprints with end users and stakeholders in a simulated design challenge. This workshop will equip you to set-up and facilitate collaborative service blueprinting exercises in your own organization.
Participants will be led through a scenario and asked to take on the roles of different end users and stakeholders through a service blueprinting exercise. Persona and scenario cards, process enabler stickers, and specialized blueprint posters will bring the exercise to life. Activities will include a short presentation of service blueprinting, mapping the users’ journeys of the simulated scenario, and breaking down the service actions, touchpoints, and processes.
2:00pm – 2:10pm / Arrive & Welcome
2:10pm – 2:30 pm / Intro to service blueprinting
2:30pm – 3:30pm / Service blueprinting workshop
3:30pm – 4:00pm / Reflection, Tips + Tricks, Close
Carissa Lim, Design & Innovation Lead
Aubrey Kraft, Design & Innovation Lead
Shelley Hoff, Senior Project Manager