Digital Transformation Service Blueprint

Company: Johnson & Johnson
Role: User Experience & Visual Designer
Industry: Pharmaceutical & Medical Tech
Timeline: Sep 2022 – Dec 2022
Project Overview
The goal of this project was to organize, track, and communicate the progress of new product initiatives by establishing a master schedule of active projects, backlog of pending projects, method to prioritize efforts, communication plan, and program-level dashboard.

In addition, research we conducted to document how teams across the organization are accessing and using data during the R&D process. Once a current state was documented, we recommended to highlight where digital transformation practices will overcome organizational inefficiencies, increase external engagement, and capture opportunities.
My Contributions
Using the information gathered from the research activities, I created visualizations of the experiences of different constituents in the service journey. These artifacts provided a point of reference for conversations detailing the people, processes
and technologies involved, and challenges, opportunities, and recommendations for specific touch points (digital or otherwise) that improve the overall experience.
The blueprint is a guidebook: To illustrate the high level phases, tasks and activities across project types, roles and processes. To use with other key inputs to help organize and prioritize our work. To define where projects are in their life cycle to help identify where we are today and where we hope to be.
The Design Goals
1. Establish a standard approach across projects.
2. Define a shared language between projects.
3. Indicate necessary activities for all projects while define nuanced tasks based on project type or role.
4. Create checklists of tasks to complete before moving from on phase to the next
5. Clear indication of who should be involved at various phases of tasks throughout the project’s lifecycle.
6. Set clear expectations on where key moments of reflection, pivots, or change in a project might happen.
The Process


Requirements: Gathering requirements for the service blueprint was essential for ensuring the alignment of organizational goals and stakeholder expectations. This process informed design decisions and helped create a blueprint that delivered efficient and effective services while meeting and exceeding user needs.

User research: Through a comprehensive user research approach, we delved into various process touch points by engaging in interviews with a diverse range of users across different positions. Our aim was to unravel the intricate blanket of interactions, discerning the hows, whys, and whens of their engagement. By examining these insights, we observed both the points of convergence and divergence within their individual workflows. This holistic understanding allowed us to gain valuable insights into the nuances of user interactions, facilitating informed decision-making and enhancing user experience across the board.

Research synthesis: Working as a team of two, we collaborated on synthesizing user research to develop a comprehensive service blueprint outline. By gathering insights from the diverse stakeholders at Johnson & Johnson and analyzing their process and preferences, we distilled complex data into actionable design strategies. This approach ensured that the service blueprint was not only user-centric but also aligned with organizational objectives.

Present & ideate with clients: We presented multiple design process options to the client for feedback. We refined the design to ensure that it met the client's needs by creating additional versions of the design to incorporate the client's feedback.

Propose solution & ways to use map: We presented the final design interaction to the main stakeholders, an in-depth step-by-step presentation was documented to teach new stakeholders how to read a blueprint. Design tools were made available to them for additional editing as new roles and processes emerge.

The design process is far from perfect. Researching and synthesizing the stakeholders interviews had many different looks. We were given a rough overview of their current process and the pain points associated with it.
I was able to investigate further by creating a set of journey maps that highlighted the current and ideal process. We would use the journey maps to help explain the bottlenecks found in the current process and have it aid as a tool for introducing the larger blueprint.
*It was important to create a printable north star for the stakeholder print out*
High Level Process

Process Phases — Overarching project workflow
Stages — Defines the main objectives in each phase
Progression — Indicates how the project is moving forward: continuous/cyclical or linear
High Level Tasks — Focuses on steps for all R&D projects
Contingencies — Highlights pivot points, checkpoints, and instances of iterations
Checklist Activities — Lists the action items to complete and questions to consider/answer before proceeding to the next high level task

Role Specific

Detailed responsibilities of the people and groups involved* in enabling a sustainable process. There are visual tags and icons for the different types of responsibilities that  included

*Processes may not be all inclusive and may vary by project type

When to use the blueprint
Connection to Jira Tickets, roadmaps, etc.
Correlate the status of the project in the work management tool to the blueprint and see who is involved during each stage. Always refer to checklist activities to determine when to move from one phase to another.
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Use blueprint during inflight projects
Review checklist for high level tasksIdentify responsibilities for each role and consider contingencies during each stage of the project.

The Final Design

Main content is generalized or erased for confidentiality.

The blueprint acts as a living document. To enable the team to interact with a large scale blueprint and it’s components, we created a component library for them to pick and choose when needed.

Next Step Considerations

Research & Design

1. Understand criteria necessary to prioritize work moving forward

2. Identify who is responsible for the iteration of the blueprint should updates be needed.

3. Revisit and realign on the overarching phases, steps, and checklist items across project types every quarter to ensure processes are applicable and well understood

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