facility service blueprint
Conducted interviews for customer service and facility employees on placing orders and uncovering pain points when using the order entry system.
Project Details
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Why was this project conducted?
This research was conducted to better understand what facility workers do from an order entry perspective on a daily basis. Daily job shadows and interviews were done to get a full insight on customer service tasks and what placing orders in the facility workbench looked like.
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Findings were then compiled and placed into a slide deck to present to business teams on further actions. A service blueprint was then created to show how customer service interacts with other employee roles at a facility and what daily tasks must be done.
What was the impact?
The impact was immediate with so many holes in the system being uncovered. This research was the reason why more exploration was done into the entire facility workbench platform later on.
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Project Timeline
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Step 1: Interviews
Conducted interviews to understand the process of order entry in facilities.
Step 2: Deliverables
Created documents outlining which areas employees struggle with and which areas could be improved upon in the order entry system.
Step 3: Service Blueprint
Created a service blueprint outlining the entire process of order entry including interactions with other facility roles and pain points.
