Energy for everyone

We have adopted a simplified version of the Customer Journey Map to represent the to-be clients’ experience with products and services offered by Enel. The maps were aimed to visualize the new service experience as integrated by solutions that we designed with the company stakeholders during the co-design workshops. Moreover, they supported the design team in swiftly communicating the envisioned solutions within the company, as well as the part they played in shaping a service which should always be consistent and satisfying for the user’s needs.

The maps have been drawn at the end of the co-design phase and, together with the Solution Cards that described every envisioned solution, represent the foundation of the detailed design phase that culminates in the Service Blueprints.

We used the Service Blueprint tool to represent the functional design of all the innovative solutions envisioned during the co-design workshops.

The Blueprints are divided into two parts: the upper part of the deliverable shows the interaction between users and service listed in chronological order. The lower section, instead, represents the backstage of the service: the tool, for each interaction listed, shows all the system communications, the internal processes required to perform the task, the timing and the service evidence.

We have detailed the blueprints considering their actionability. We have turned them into a connection between the business expectations and the technological requirements.

We have conceived those diagrams so that they could quickly nourish a product backlog to guide the Agile development process of a Minimum Viable Product. The same blueprints can also be used as support documentation in waterfall development. Therefore they can be used as an unambiguous operational tool that can translate the service requests coming from the business into the functional requirements asked by ICT.

From Design Tools to Common Resources

During the projects, Service Design tools and methods, particularly Customer Journey Maps and Blueprints, turned to be a sort of Common Resource that every stakeholder could appropriate and care of by bringing in the process personal experience and knowledge going in-depth as for envisioning the service. The acknowledgement of this free space of discussion simplified and shortened decisional processes, collaboratively identified priorities, created new tools, modelled on the specific client’s needs and aimed to generate targeted, feasible and shared solutions autonomously and quickly. With our work, we have contributed to shaping a self-organized governance system, including effective communication, internal trust, and reciprocity.