Service Design
Works from a business, technical and/or operational perspective
Works from a users perspective�Understanding a full end to end service, including how the service operates.
Managing stakeholders�Understanding stakeholder objectives as part of business requirements and business as usual. Supporting business cases for future changes and service transformation.
Managing stakeholders�Influencing and shaping stakeholders objectives. Working with senior leaders to support a future vision and priorities for service transformation.
Vision�Detail. Working forwards from an understanding of the existing business or organisation.
Vision�Big picture. Working backwards from an ideal future scenario.
Problem framing�Aligning work to KPIs/business metrics to measure progress. Analysing the potential business and operational impact for proposed changes to a service or part of a service.
Problem framing�Starting with ‘why’. Understanding the outcomes, and goals for a service, the types of of users and their needs (also, inc. internal users eg. front line and administrative staff).
Business Analysis
Service Design
Quantitative data�Analysing what has happened (past tense).
Qualitative research�Using observations and feedback to learn why things are happening.
Analysis�Presenting data that shows how things are, or how they currently work.
Synthesis�Turning research insights into ideas that create opportunities for how things could work.
Artefacts�Capturing the detail for part of a service to create a specification. This often focuses on capturing business processes, system maps or diagrams.
Artefacts�Designing scenarios, experience or journey maps that create a shared understand of how different elements and components of a service work together in an organisation, or across multiple organisations.
Scoping and specifications�Creating detailed documentation or specifications for a product or part of a service so it can be built. Including functional and non-functional requirements.
Prototyping�Creating working prototypes, that include the detail of how something will work, in order to �test and improve solutions with user feedback.
Business Analysis
Service Design
Prioritisation�Documenting and prioritising high level and detailed requirements and user stories.
Prioritisation�Capturing assumptions and prioritising changes to how something could work by defining testable hypotheses.
Business continuity or business as usual�Maintaining effective operational or business processes using modelling, tools and methods and standards. Collaborating with stakeholders at all levels of an organisation.
Continuous service improvement�Challenging how things work, and identifying further opportunities for service improvements across all parts of a service inc. systems, processes and the end-user experience. Looking to create and reuse consistent service patterns to support how a service functions and can operate more efficiently.
Business Analysis