Blueprint Deep Dive: 'I See, I Think, I Wonder'

What participants gain

• Participants will be able to effectively observe and analyze a service blueprint.
• Participants will be able to generate insightful questions about the service blueprint.
• Participants will be able to identify areas for improvement within the service blueprint.

Materials needed

• Service blueprint (digital or printed)
• Digital sticky notes (Mural or Miro)
• Timer
• Whiteboard or virtual whiteboard

How to run Blueprint Deep Dive: 'I See, I Think, I Wonder', step by step

1. Divide participants into small groups (4-5 people). (2 min)
2. Assign each group a specific section of the service blueprint. (3 min)
3. Explain the 'I See, I Think, I Wonder' framework. (5 min)
4. Have each participant individually observe their assigned section and record their 'I See' observations on sticky notes. (5 min)
5. Have each participant share their 'I See' observations with their group. (5 min)
6. Repeat steps 4 and 5 for 'I Think' and 'I Wonder'. (5 min)
7. Facilitate a group discussion to synthesize key insights. (10 min)
8. Document the key insights.

Facilitator tips

• Encourage participants to focus on specific details within the blueprint section.
• Remind participants that there are no right or wrong answers; all observations are valuable.
• Model the 'I See, I Think, I Wonder' framework with a brief example before participants begin.
• Use a timer to keep participants on track and ensure equal time for each section.
• Create a safe space for participants to share their observations and questions without judgment.

Common challenges

• Participants struggle to move beyond surface-level observations: Encourage them to dig deeper by asking 'why' questions.
• Participants dominate the discussion: Use a virtual hand-raising feature to ensure everyone has a chance to speak.
• Participants get stuck on one section of the blueprint: Remind them to move on to the next section after the allotted time.
• Participants are hesitant to share their thoughts: Create a safe space by emphasizing that all observations are valuable.

Running it virtually

Use a Mural board to display the service blueprint and create dedicated sections for 'I See', 'I Think', and 'I Wonder' notes. Encourage participants to use digital sticky notes to record their observations.

Expected results

Participants will develop a deeper understanding of the service blueprint, generate insightful questions, and identify areas for improvement.

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