Nice one, Nick and the AP team! I loved that you included a part about the future of the service blueprint — it’s definitely not a tool that’s set in stone. In fact, I’ve observed a large organisation adopt the blueprint only to turn it into enormous spreadsheets filled with discrete KPIs in every cell, each one mapping to team or departmental scorecards. This, to me signifies how organisations are still finding ways (for better or worse) to adopt and fit service design and its relevant tools into its own processes and systems.

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Principal UX designer at Elsevier. IxDA local leader and board alumni. Strategy. Systems. Visual thinking. Design. Has a brain in his stomach.

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