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The project aimed to clarify and streamline the service delivery for two distinct user paths: debtors contacting handlers via phone and those interacting through the self-service portal (MyPages). By mapping these flows side-by-side, I was able to expose inconsistencies in the experience and highlight systemic breakdowns, especially in high-friction areas such as interrupted payment plans. Research & Discovery: To ground the blueprint in real operations, I conducted field research including shadowing case managers, call monitoring, and stakeholder interviews. One critical insight emerged around the “Afterlife” of payment plans, when debtors default but don’t restart or complete the process. By mapping this with underlying backstage processes (like the call list used by handlers), we were able to visualize hidden complexity and design better interventions. Co-Creation & Alignment To activate the blueprint, I co-facilitated a full-day workshop with stakeholders from product, IT, and operations. 
The blueprint served as a: Shared artifact for cross-team understanding. Conversation starter to surface blind spots and ownership gaps. Foundation for ideation, where teams generated role-specific ideas to improve the service. Rather than focusing only on UX/UI, I ensured the group considered backstage systems, organizational silos, and communication flows. Outcomes: ✅ Organizational Alignment: Brought together siloed teams under a shared service vision.
✅ Strategic Roadmap: Helped prioritize UX and operational improvements.
✅ Cultural Shift: Introduced service design thinking into ongoing product development.
✅ Improved Resilience: Highlighted where service breaks down when plans are interrupted, a key area of debtor default. This blueprint not only became a tool for prioritization and planning, but also a cultural shift toward more holistic, user-centered service thinking within the organization.","absoluteBoundingBox":{"x":4783.0,"y":20580.51171875,"width":327.0,"height":1564.0},"isolatedAbsoluteRenderBounds":{"x":4782.79541015625,"y":20585.51171875,"width":324.70166015625,"height":1556.455078125},"relativeTransform":[[1.0,0.0,0.0],[0.0,1.0,0.0]],"size":{"x":327.0,"y":1564.0},"fills":[{"blendMode":"NORMAL","type":"SOLID","color":{"r":0.0,"g":0.0,"b":0.0,"a":1.0},"visible":true,"opacity":1.0}],"strokeAlign":"OUTSIDE","layoutAlign":"STRETCH","strokes":[],"effects":[],"accessibleHTMLTag":"AUTO","isDecorativeImage":false,"ariaAttributes":{},"interactions":[],"characterStyleOverrides":[],"characters":"As a Service design strategic initiative at Alektum Group, I developed a comprehensive Service blueprint to visualize and improve the full debtor journey across digital and human touchpoints.\n\nThe project aimed to clarify and streamline the service delivery for two distinct user paths: debtors contacting handlers via phone and those interacting through the self-service portal (MyPages). By mapping these flows side-by-side, I was able to expose inconsistencies in the experience and highlight systemic breakdowns, especially in high-friction areas such as interrupted payment plans.\n\nResearch & Discovery:\nTo ground the blueprint in real operations, I conducted field research including shadowing case managers, call monitoring, and stakeholder interviews. One critical insight emerged around the “Afterlife” of payment plans, when debtors default but don’t restart or complete the process. By mapping this with underlying backstage processes (like the call list used by handlers), we were able to visualize hidden complexity and design better interventions.\n\nCo-Creation & Alignment\nTo activate the blueprint, I co-facilitated a full-day workshop with stakeholders from product, IT, and operations. 
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