If you’ve seen any of David’s previous blogs (which you can read below) you’ll know that a small team at the Foundation has been working on a service design project. We’re looking at how to design our new information centre for when we move to our new offices in the Autumn.
What we’ve been doing
Since David’s last blog, we’ve started looking at our research findings to see what they tell us about our users. To start, the team invited colleagues from the Foundation to come and see us showcase our work so we could update them on who we’ve spoken to and importantly, find out what they thought about it all.
After our show and tell we gathered as a team, back round the table. We started off our session by thinking about what new things we’ve learned during the research process, and any suggestions or ideas that had come out of it or from our colleagues. We then went back to our original assumptions and figured out how our research had changed these – this was much easier in theory than it was in practice!
Now came the even trickier bit – service blueprinting. This involves mapping the service user’s journey through lots of different channels. See the photo in the gallery below. Before we could do this, we first had to figure out what those channels were. Then came the mapping which required very careful thinking about how visitors to our current TIC use its services. This has left us with a blueprint of what the current service looks like, so that we can begin to think about how to effectively redesign the service for its new premises.
What we’re doing next
Next up is the really fun part where the team thinks up ideas for the new information centre and then begin to test them with users. We’ll be doing this in the next couple of weeks so watch this space for an update.
