@abb

training ordering process

I was part of a team working on redesigning training ordering process. For a few months, we got our hands dirty while breaking down all variants of the process. To do that we used service blueprint diagrams.

  • company ABB
  • role UX designer
  • date Mar 2019 — Jun 2019

challenge

Attending training is a big part of the self-development of employees. The process needs to be crystal clear and easy to follow. The existing process was a complete opposite. As a result, people were constantly nagging training team with questions.

results

Understanding customer segments and mapping out the process allowed pinpointing critical issues. Through a series of workshops, the training team got a clear list of improvements to the current way of working.

Process diagram

workshop

We started our work with workshop (facilitated by me and 2 other UX designers form our team) with participants from different areas connected with the process. During 1 day, we facilitated such activities like creating Proto-personas and Experience-Based Roadmap with Prioritization Grid exercise.

Photo from workshop. Walls with a lot of sticky notes.

We produced together a lot of sticky notes, but it gave us an overview of the current situation.

serivce blueprinting

Besides, we conducted a series of smaller workshops to map all variations of the process. Together with the training team, we created diagrams of all paths using the service blueprint technique. It allowed us to pinpoint the critical steps of the process and propose the adjustments.

All blueprints that we created helped us (and most importantly the training team) better understand the perspective of all people ordering training within the company. With that knowledge, the training team was able to prepare a better solution for the process.

Photo of service blueprint of the process.

One of the diagrams of the process variation.