The Service Design Toolkit contains two tools to help you visualise and map the service elements of your innovation and determine the roles and requirements of the implementing team, support functions, and wider organisation during the pilot.

The first tool outlines the steps in the delivery of the service, from the perspective of users, field staff (described as ‘front office’) and operational teams (described as ‘back office’). It will help you to think through how each actor will be triggered to engage with the service, how they will use it, and how they will re-use it or end their use.

The second tool will help you to build on the touch points, interactions and underlying processes that you have identified as necessary for the service to work, thinking through what parts of the service you will want to implement and evaluate through the pilot. This can only be used after developing the first blueprint.