Service Design:
Requirements Process
Service Design:
Requirements Process
Transition from an E-model process to an ITILesque process.
Transition from an E-model process to an ITILesque process.
Overview
Overview
“A process is only as good as it is practiced.”
“A process is only as good as it is practiced.”
When:
September 2023 - April 2025
Goal:
Redesign an outdated process
My Role:
Interviewer
Consultant
Workshop Designer
Team:
7 IBB Requirements Engineers
Benjamin Giese (Solutions Specialist)
Tools:
Excel
Aris
Miro
When:
September 2023 - April 2025
Goal:
Redesign an outdated process
My Role:
Interviewer
Consultant
Workshop Designer
Team:
7 IBB Requirements Engineers
Benjamin Giese (Solutions Specialist)
Tools:
Excel
Aris
Miro
The challenge was multi-layered. At first, it was about understanding how the current process was defined, documented, and actually practiced. Step by step, we gathered information, looked at conversations from different perspectives, and always considered the role of the interviewee. The process as it was defined and lived had its connections, but also its inconsistencies. On top of that, it was still based on an outdated process. Over time, the pilot grew into a full project with a scope we hadn’t anticipated at the beginning.
The challenge was multi-layered. At first, it was about understanding how the current process was defined, documented, and actually practiced. Step by step, we gathered information, looked at conversations from different perspectives, and always considered the role of the interviewee. The process as it was defined and lived had its connections, but also its inconsistencies. On top of that, it was still based on an outdated process. Over time, the pilot grew into a full project with a scope we hadn’t anticipated at the beginning.
Challenge
Challenge
Uncover the depth of the process
Uncover the depth of the process
Approach
Approach
Clarity first, pilot next.
Clarity first, pilot next.
Our methods evolved with each phase. At first, we validated the desk research, since the documented process didn’t fully reflect reality. Next, we mapped the process to capture how it actually worked. This became the basis for applying service design tools such as customer journeys, stakeholder mapping, and later on personas. To revisit on the existing process from a different angle, we also worked with LEGO® Serious Play. Most of our work centered on conversations with people directly involved in the process, while also capturing perspectives from across stakeholders.
Our methods evolved with each phase. At first, we validated the desk research, since the documented process didn’t fully reflect reality. Next, we mapped the process to capture how it actually worked. This became the basis for applying service design tools such as customer journeys, stakeholder mapping, and later on personas. To revisit on the existing process from a different angle, we also worked with LEGO® Serious Play. Most of our work centered on conversations with people directly involved in the process, while also capturing perspectives from across stakeholders.
Our methods evolved with each phase. At first, we validated the desk research, since the documented process didn’t fully reflect reality. Next, we mapped the process to capture how it actually worked. This became the basis for applying service design tools such as customer journeys, stakeholder mapping, and later on personas. To revisit on the existing process from a different angle, we also worked with LEGO® Serious Play. Most of our work centered on conversations with people directly involved in the process, while also capturing perspectives from across stakeholders.
Our methods evolved with each phase. At first, we validated the desk research, since the documented process didn’t fully reflect reality. Next, we mapped the process to capture how it actually worked. This became the basis for applying service design tools such as customer journeys, stakeholder mapping, and later on personas. To revisit on the existing process from a different angle, we also worked with LEGO® Serious Play. Most of our work centered on conversations with people directly involved in the process, while also capturing perspectives from across stakeholders.
Research
Research
Talk. Reflect. Repeat.
Talk. Reflect. Repeat.
Discover
Discover
Where defined and lived intersect.
Where defined and lived intersect.
Define
Define
Feature description.
Feature description.
Ideate
Ideate
Feature description.
Feature description.
Framework
Framework
Feature description.
Feature description.
Test
Test
Feature description.
Feature description.
Learnings
Learnings
Feature description.
Feature description.
