OBJECTIVE
To enable the broad understanding of a complex environment, from the user's perspective that encompasses all actors and stages across the system
OUTCOME
The service blueprints and eco-system documents are the central anchor for the programme across all stages, fully understanding the as-is environment in order to understand where to apply leverage to make effective changes towards the programme objectives.
The work also enhanced the reputation and reliance of Service Design across other departments, leading to increased headcount and the inclusion of design in other scopes of work.
METHOD
From workshops and research, I mapped the user journeys of Income Tax, with the associated internal processes, guidance and external actors/actions, to outline the context of a programme-specific problem statement.
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I held rapid, focused workshops to uncover the core concerns, issues and process pinch points, whilst also using all documentation made available to me by the subject-matter experts (SMEs) and through various internal document repositories.
I consolidated the information into service blueprint format, essentially a sequential process flow, using a swimlane format for each identified user group. I then overlaid all the identified issues across the blueprint, and validated the maps with the SMEs, amending where appropriate.
Once a tax regime had been researched and drawn, I then consolidated to an eco-system level view of how each regime operates (an asset that did not previously exist), with associated descriptions and known issues, for the business, technical and our Customers/users. This document was designed as a single page interactive view to aid ease of consumption, navigation and whole-system understanding.