Storytelling and communication help ground data and analytics for implementation. Navigating people, process, and product can be tricky, but providing a roadmap or blueprint in delivery can help put action to intention. Blueprinting can often be a messy process, built upon layers of insight and knowledge, but is vital to many coordinated initiatives.
Service Blueprint
Front-end and back-end system dependencies of new project initiatives
JB Hi-Fi Australia, 2022
A service blueprint highlighting dependencies across systems across the customer journey, 2022.
To help prioritise IT Engineering’s roadmap, a service blueprint highlighted the technical dependencies for the business. This was in effort to showcase what downstream effects would be in place given new strategic initiatives.
The service blueprint helped to identify which initiatives to prioritise and create an ROI business case for in the new financial year.
Borders of Roosevelt
Does mobility (social and physical) encourage or dismantle borders?
Parsons The New School for Design, 2015.
A map identifying various “borders” within a neighbourhood: informal economies, mobility, authority, culture, and services, 2015.
Borders of Roosevelt is a multidisciplinary project that focused on the social, cultural, and physical barriers that create borders within a neighbourhood in Queens, NY USA – Jackson Heights. Because some of these forces that construct our every day lives are invisible, we used actor mapping to help illuminate the borders that influence this diverse neighbourhood in Queens. Gathering this data provided the realisation that the fixed discourses around diversity forced conversation to be segmented, rather than allowing for adaptation and malleability.
By investigating actors through different scales, the holistic picture of barriers and leverage points surface for appropriate action.
Inventory Management Implementation Map
JB Hi-Fi Australia, 2024
A map showcasing leveraging established infrastructure and processes within the business for a new inventory management approach, 2024.
The map above showcases a service map for developing an inventory management using a tagging system already in place. By leveraging infrastructure built, the business could find a “quick win” when resources were scarce within this financial year.
E-Bike Post-Purchase Customer Journey Considerations
JB Hi-Fi, 2023
A service map showcasing pain points to focus on for the customer’s post-purchase experience, including returns, cancellations, and repairs, 2023.
The map above identifies which part of the customer’s post-purchase experience is causing friction with e-bike ownership. The store staff and customers surveyed all expressed returns, cancellations, and repair to be of greatest concern – affecting the business to capture loyal customers for repeat and upgrade future purchases.
The work culminated in a more efficient third-party repair process, starting in-store. It cut down the time, steps, and confusion for both staff and customers.