On Thursday, 17th of January, our arguably most important workshop - Service modeling - took place. We all met in Princes Risborough - same venue, same time - to develop a shared vision of what a transport information service would be like by 2012. From there, we wanted to explore who might be using - or providing - the service and simulate their journey experience.
So, what did we do?
We started the process by summarising the problems and service objectives which had been identified (see illustrations).
We then divided into three groups. Each group was asked to have a structured discussion around their future vision of accessing transport and travel information with the aim to find consensus amongst each other. They were also given a vision map to populate with some cards showing words and images to help them describe the future. In the next exercise, participants were asked to take their vision further and contextualise it. They were given three personas of which they should choose one to tell a story about. The idea was to get participants to empathise and think the service proposition through step by step, identifying the various activities, people, environments and touchpoints along the way.
Next step was to present the vision(s) and storyboards to the rest of the team and to highlight each service innovation. There was great coherence amongst the group. Most people felt that the future lies in creating an integrated booking & travel information service.
WWW.MYHEALTHJOURNEYPLANNER.ORG
Myhealthjourneyplanner.org would be a database to be accessed either online by individuals or health providers themselves at the point of referral. Have a look at the image to the left to see more statements people came up with. They are all written from the user's perspective.
Whilst people were discussing and presenting their stories, the workshop facilitators started filling in service innovation cards, placing them on a vision roadmap. The vision roadmap is a tool we used to map out our ideas, think about how we can bring them to life, which small steps we can start realising from tomorrow onwards, and which barriers we need to overcome.
Well done team! We're now working hard to develop all of our ideas and start visualising exciting future scenarios. Watch this space for more updates...
