Implementation

Tools for Innovation: Service Blueprinting 101

Led by: Tez Cortez & Minnar Xie

Public services often involve multiple steps, teams, and systems, making it difficult to see where processes break down or where residents encounter barriers. Service blueprinting offers a practical way to map how services actually work and identify opportunities to improve delivery.

In this workshop, you will learn the fundamentals of service design and how service blueprinting can help public agencies better understand and improve service delivery. Through real public sector examples, including SNAP and Medicaid, participants will explore how to map the full service experience, from resident interactions to internal processes. You will also receive ready-to-use blueprint templates and learn how to organize effective service design collaborations within your team.

This workshop is designed for public professionals interested in improving service delivery, reducing administrative burden, and designing services that work better for residents and staff.

By the end of this workshop, participants will be able to:

Explain the core concepts of service design and how they apply to improving public service delivery.
Use a service blueprint to map the full service experience, including user interactions, staff roles, and back-end processes.
Plan collaborative service design activities that engage colleagues in improving programs and services.