Representations

BLUEPRINT+

Andy Polaine, Roman Aebersold, Robert Bossart and Andrea Mettler

Blueprint+ -presented during the SDN Conference in Madeira, October 2009- well expresses the actual thinking over the use of blueprint in service design.
The traditional blueprints –as they are used in disciplines like architecture, product design and engineering- are instruments for building, standardizing, communicating, planning and sharing the project. While, if we think at how the blueprints are used in service design, we can notice that they give just partial representation of how a service works: they provide a detailed visualization of the actions and processes, without looking at the motivational and emotional sides.
The solution proposed with Blueprint+ improves this aspect by adding more layers of information inside the diagram, like the emotions line and the color-coded emotional states.
A better usage of the graphical elements composing the visualization is also helpful: it makes information more readable, more precise and effective; it allows representing more data at the same time (see for example the use of a squash and stretch flexible time scale). This of course improves the way in which the blueprint is used inside the design activities as a tool supporting the development, sharing, planning and building of the service process.
Even thou this project shows how the quality and the potentiality of blueprint can be enhanced, the last questions taken from Polaine’s presentation in Madeira really hit what for me is still the core issue:
“Are blueprints still a valid tool? Do we need to further them?
How much information should go into them?
What is missing in our approach?
Should it be wrapped into a software tool or a better toolkit?”
Isn’t it time for taking a step forward among service notational tools?