Simple service blueprinting

The grid tool in Southbeach can be used to create swimlanes for simple process mapping, in this case a service blueprint. This allows for the definition of creativity rules associated with swimlanes. Here is a simple set of rules to guide a service blueprinting workshop:

#service blueprint.simple

@evidence "Model the customer action associated with {this}?"

@customer "What does the customer come into contact with as a result of {this}?"
@customer "What happens on-stage (visible to the customer) when the customer action is {this}?"
@customer "After {this} what does the customer do next?"

@onstage "Model the customer action associated with {this}"
@onstage "What happens back-stage (invisibile to the customer) in support of  {this}?"
@onstage "What materials or information are needed to achieve {this}?"
@onstage "After {this} what next is visible to the customer?"

@backstage "Model the on-stage activity associated with {this}"
@backstage "What support activities are carried out by other functions - employees & systems - that are necessary for {this}?"
@backstage "After {this} what next is invisible to the customer?"

@support "What does {this} enable us to achieve back-stage?"
@support "What does {this} enable us to achieve on-stage?"
@support "Is there more than {this} required?"

5 Whys +

Here is a simple set of creativity you can use to improve on results from 5 Whys. It works because of the additional questions that examine the necessary and sufficient conditions for a root cause.

#5whys+

* "{this}. Why?"
* "How could we verify that {this} is a root cause?"
*(,) "How sure are we that the cause of {to} is {from}?"
*(,) "Is {from} necessary for {to} to occur?"
*(,) "What else other than {from} could cause {to}?"
*(,) "Is {from} sufficient for {to} to occur?"
*(,) "Ask yourself: If {from} had not been, could {to} have happened?"
* "Will {this} always happen if all attributed causes happen: {inputs}?"

Here is the output generated when you click on block 2, using Laser Extent (MyCreativity):


1.   [The alternator is not functioning]. Why?
2.   How could we verify that [The alternator is not functioning] is a root cause?
3.   Will [The alternator is not functioning] always happen if all attributed causes happen: [The alternator belt is broken]?
4.   How sure are we that the cause of [The battery is dead] is [The alternator is not functioning]?
5.   Is [The alternator is not functioning] necessary for [The battery is dead] to occur?
6.   What else other than [The alternator is not functioning] could cause [The battery is dead]?
7.   Is [The alternator is not functioning] sufficient for [The battery is dead] to occur?
8.   Ask yourself: If [The alternator is not functioning] had not been, could [The battery is dead] have happened?
9.   How sure are we that the cause of [The alternator is not functioning] is [The alternator belt is broken]?
10. Is [The alternator belt is broken] necessary for [The alternator is not functioning] to occur?
11. What else other than [The alternator belt is broken] could cause [The alternator is not functioning]?
12. Is [The alternator belt is broken] sufficient for [The alternator is not functioning] to occur?
13. Ask yourself: If [The alternator belt is broken] had not been, could [The alternator is not functioning] have happened?

Requirements Analysis

Sometimes the simplest creative script can really enhance a workshop. Here, five simple rules are being used to guide the development of a requirements model. The power of this is that by taking the words and inserting them into the questions, there is a far greater response from the workshop attendees. As the model develops, and new questions are asked, new requirements come to light.


#requirements.simple
// simple requirements questions
* "What requirements come to mind when considering {this}?"
* "What assumptions are we making when we say {this}?"
produces(,) "How will we convert {from} into {to}?"
produces(,) "Is {to} sufficient to achieve {from}?"
* "Do we now have all of the information we need? To learn more about {this} who do we need to speak to next?"