Innovation Toolkit

We created a series of service blueprints using the insights gathered from user interviews to visually map the ITK workflow and identify areas for improvement. The first one showed the 'as-is' workflow state, highlighting the current steps taken by ITK Facilitators and Customers. This provided a clear pricture of the current state of service and was a baseline for identifying areas that could be optimized.

One key finding from the 'as-is' blueprint was the identification of two gaps on the customer end: delays in receiving responses and proposals, and a lack of clarity about what was happening during those waiting periods. This delay was caused by the many steps the facilitator needed to take to prepare responses and proposals. These were both addressed in the later blueprint iterations.

To fully address the human experience behind the ITK workflow, we created user journey diagrams to accompany the steps taken. These highlighted specific challenges and pain points for both the facilitators and customers. This informed which challenges and solutions should be addressed first to make the largest impact on customer experience.

Building on the findings from the "as-is" blueprint, we created two additional service blueprints to envision potential improvements. The first depicted an "ideal" workflow, serving as a conceptual model of how the process could function in a perfect scenario without constraints. The second blueprint incorporated data from user interviews to propose realistic changes grounded in user feedback. Together these blueprints provided both a visionary goal and a practical roadmap for enhancing ITK's service delivery.

The research culminated in a presentation to the ITK community, where we shared key findings and proposed solutions. Following the presentation, we facilitated a brainstorming session with ITK Facilitators to discuss how these solutions could be implemented and prioritize them based on feasibility and impact.