Story Mapping & Service Blue Prints

THE PROCESS

The process in the story mapping exercise is done in workshops with small groups of business SMEs and stakeholders. In the workshop, we identify the job or user story. Sometimes it can be a “Job to be Done” which helps break down the different levels of and action done by a process to the customer be it emotional-social or personal and functional. By starting with the user story with the structure of Situation, Motivation, and Outcome statements, the group can always come back to the rational goal of the user and step back from the myopic goals of the business.

When tasks and steps are broken down, only then can organizations start to see and understand the experience of their customers.

STORY MAPPING

Story Mapping is a great tool to break down the “story of the user” to help foster empathy and identify new opportunities not known in the present system state.

SERVICE BLUE PRINTS

Service Blue prints can be created from story maps. These chart the internal and external business process with systems and business groups who are interacting with customers and products.