Sun Life Global Investment's Service Blueprints

Blueprint

Project Details

During my time at Sun Life, I got the chance to partake in creating eight service blueprints, one for each of Sun Life's investment products. These service blueprints map out a detailed view of the front stage interactions with advisors and clients, in addition to all the backstage staff and systems that support the advisor and client. In summary, the blueprints describe the roles for all the major actors involved in the delivery of the service.

The goal of these blueprints was to determine which features to prioritize and to assess the current state. Pain points are mapped out along the blueprints to help the Product Owner determine what issue needs to be addressed. These blueprints were also made to enable teams to see the full picture of the process of applying for an investment product.



Team

3 Service Designers

My role

  • Pain point tracker
  • Notetaker and note categorization
  • Engagement tracker

Duration

4 months

The Process

1

Subject Matter Experts (SME) Interviews

More than 30 interviews were conducted to understand and map out all the teams and systems involved. The teams we interviewed included the finance team, the dealers, the operation team, the pricing team, the guaranteed investment team, etc. It was important to interview all the teams to understand the full picture of all the interactions involved. My role during the SME interview was to create notes and to categorize the notes by the speaker, stage, and system/team affected for analysis.

2

Blueprint Creation

As information was received from the SME interviews, the blueprints were mapped out. During the interviews, the blueprints were also shown to the subject matter experts to adjust the information as needed. An in-person feedback session with our director was also conducted to gain feedback. From the feedback session, visual adjustments were made. The blueprints were iterated on to ensure the blueprints were polished and accurate. Group Photo with Blueprint

3

Documenting pain points

As we had over 90 pain points, it was important to have documentation to track all the pains. On our spreadsheet, the pain points are categorized by product, who the pain affected, the stage the pain occurs at, and the theme of the pain point. The pain points are also matched with any applicable features currently being worked on. I played a key role in creating the spreadsheet, organizing the information, and keeping the spreadsheet updated as new pain points came in.

4

Blueprint socialization

Internal Lunch and Learns sessions were also held to socialize the blueprints. Teams invited include teams that interact with the blueprints and the stakeholders. During the Lunch and Learn, a walk-through of the blueprints was given, and opportunities to provide feedback/ask questions.

5

Workshop

Pre-workshop
To prepare for this workshop, the invite list was created, an itinerary was planned, material kits were assembled, and the blueprints (10ft long) were printed and mounted onto the walls.

Blueprint being rolled out


Workshop Day
During this workshop, walkthroughs of the blueprint were given, and participants voted on the pain points they thought should be fixed and innovated. Behind each vote the participants also voiced their reasoning on sticky notes. This allowed us to understand which pain ponts were the most important to focus on.

People talking around the blueprints

Post Workshop Analysis
After the workshop, the votes were captured and documented in the spreadsheet. Themes were also created from the votes to capture the key topics discussed.

blueprint with votes on them
6

Target State Blueprint

In reflection of the current state, a target state blueprint was built. This blueprint shows the ideal state with all the pain point removed. Interview with stakeholders were also held to verify the target state. Converting the current state blueprint to a future state blueprint, will allow the product owner to understand the end goal to strive for.

Target State Blueprint