May '21 – Jun '21
Service Design Research
What happens in the first critical month of product-service delivery?
The service blueprint goal was to understand all interconnections in the front and back-office of a key moment of the service delivery: the trial period. The service blueprint started from the people's first encouter with a service touchpoint up until the end of the trial month.
I was participating in the creation of the service blueprint and responsible for its visual design. I then co-lead a workshop where we evaluated the service blueprint with a quick voting method and built upon it new service propositions. I participated in writing the user scenarios and I was responsible of creating a POC (Proof Of Concept) of the new features.
The main features of the POC focused on helping user in key moments of their journey: the moment of recognition of a hearing problem and the first time they seek help from a hearing professional. We wanted to translate the human care people receive from their trusted doctors digitally in the App, while also empowering people to be in charge of their care journey.
