Applying Service Architectural principles offers a gold mine for structuring opportunities. The Customer Experience Map allows a Service Architect to build a picture of what the driving forces and constraints are within the business i.e. what pressures there are. Sometimes there are pressures driving the environment forward and there are often pressures holding an organisation back.
Finding out what’s important to your client offers an opportunity to agree a set of design principles. These principles can then be used to prioritise and select the most appropriate response to the problem to be solved.
As a next step, the Service Architect can baseline the existing service or business by breaking processes down into stages, finding out what the key activities are and then looking for pain / pleasure points i.e. what emotions are people feeling. The Design principles then add some structure to what’s important (a sort of pareto principle can apply here) and in conjunction with feelings states allows the opportunity to craft a response, moving the actors in the process into better feeling states. This is crucial, after all, we are all people
