ABSTRACT
This case study, the investigation and redesign of work practices around the information security system of a financial service company, illustrates how the use of service design methods to understand employee's behaviours and practices can inform the redesign of internal service processes and rules. Service design is a discipline that supports taking decisive and deliberate actions that will promote and sustain positive service experiences. Service blueprinting exposes service gaps and enables the provider to make decisions to mitigate the risk of weakening the customer relationship. Expressive service blueprinting provided us with a visual and thoughtful method for understanding the stakeholder experience. It was a highly instrumental technique for fully understanding people's experience with information security as they worked through their day. Service blueprinting has been applied to a broad range of service experiences. It is hoped that expressive service blueprinting will continue to provide a proactive, empathetic approach for exploring customer responses in order to unveil areas for service improvement.
