Creating service blueprints for an undocumented manual process
I mapped an undocumented workflow and created current- and near-term service blueprints to support a high-priority digital release.
Note: To respect confidentiality, names, business details and visuals have been anonymized.
The challenge
A global financial-services firm was preparing to digitise a complex, manual workflow. Because no process documentation existed, the project started with limited shared understanding of how the service operated, where gaps existed, or what the first release needed to support.
My contribution
I partnered with a UX researcher and designer on interviews and observation sessions, then led the synthesis. I created research summaries, workflow maps, and current- and near-term service blueprints that brought the findings into a single, usable view.
How I approached it
When the project became a priority, I focused on building an accurate current-state blueprint quickly. I used workshops with subject-matter experts to validate the maps, test assumptions, and fill in gaps as the work developed. Once the current-state work was complete, I presented the research and mapping outputs to align stakeholders on the process, key findings, and goals for the next phase.
What changed
The current-state blueprint gave the project a shared reference point for a workflow that had previously existed only through individual knowledge. It aligned the group on the current process and informed ideation and planning sessions, which shaped the near-term blueprint.
