June 2021 Service Design

Topic

HQR Service Design: Service Blueprint and Journey Maps

Program

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. Today's community of practice was a case study about service design and work to understand Hospital Quality Reporting (HQR) as multifaceted services.

HQR Human-Centered Design User Research team members shared the service blueprint and user journey maps they created to understand 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.

Resources

• Recording
• Slide Deck - Handout
• Service Blueprint
• Quality Improvement Journey Map
• Data Submissions Journey Map
• Security and Access Journey Map

What's Next

• The next community of practice is Friday, July 30 at 1 PM ET: Struggles and Success on Our Way to Operationalizing HCD Research for the Quality Payment Program.
• Please tell us about your experience with the HCD CoP by completing a brief survey: https://forms.office.com/Pages/ResponsePage.aspx?id=0I9lsYan-kq_nul-3blymHLpvBx3yxtOsMM-JSSd3ytUNTAyNjFEMkNSMVZTWDlRMVkzVjRSTUtETS4u

• Share your perspectives and knowledge with the HCD Community of Practice: https://forms.office.com/Pages/ResponsePage.aspx?id=0I9lsYan-kq_nul-3blymHLpvBx3yxtOsMM-JSSd3ytUOVY4REJSWk9NVko3RlFHRTJTRDIwQVJCTC4u