HQR Service Design: Service Blueprint and Journey Maps

June 25, 2021

Today's community of practice was about service design. Service design requires understanding the customer experience and how an organization's resources (people, processes, and systems) affect the customer journey. Two critical service design tools are journey maps, which visualize a customer's experience of a product or service from their vantage point, and service blueprints, which allow you to understand and imagine all the intricate components that make up the service. 

HQR team members shared their work to understand HQR as a multifaceted service, including reviewing the service blueprint and user journey maps they created to know how healthcare providers and quality improvement stakeholders experience CMS's HQR system. HCD Lead Lesley Humphreys with Bellese Technologies and UX Researchers Fan Huang and Tyreek Houston from Ad Hoc described what they learned, what they are still curious about, and how this work can influence product process, goals, and decision-making.

The session included: 

• Why service design methods are essential. 
• Their service design process. 
• How service design can integrate with SAFe processes and a product mindset.
• Questions and answers.