[pdlife_01] Blueprint + taskflow + mental mode to mapping an register/onboading experience
I decided to put together a series of small articles to share my experiences within the squads I work in and how I can contribute in a positive way. These articles are clippings of my work that I believe are interesting to share.
As a designer, I face situations on a daily basis that escape structured processes. Things don’t always go according to plan or according to idealized scenarios. However, it is in these challenging situations that I can exercise my creativity and find innovative solutions.
I believe that by sharing these experiences, I can help other professionals in the field to deal with day-to-day challenges. We often hear about different tools and methods, but we don’t always know how to apply them in real situations. With the articles, I intend to bring the applicability of these tools and concepts to real-world scenarios.
By sharing my experiences, I hope to inspire other designers to think outside the box and embrace the uncertainties that come along the way. After all, it is in these moments that we can find opportunities to create unique and impactful solutions.
So stay tuned for my series of articles, where I’ll explore different challenges, strategies adopted, and results achieved. Let’s learn together and explore the world of design in squads, facing complex situations and turning them into opportunities for growth and innovation.
Problem & Context
As a product designer, my first challenge in the project was to address Credit Registration & Onboarding for Grupo Boticário resellers. The objective was to map processes to improve KPIs and optimize the time taken to analyze credit proposals. Offering credit to resellers was essential for sustaining the business, and 80% of the volume transacted was done via bank slips.
My main function was to delve into and map out the entire process. For this, I used the existing mapping done by the Product Managers, which focused only on the tasks performed in each step, neglecting tools and artifacts used. The focus was not on finding the immediate solution, but on understanding the problem in its entirety.
I identified that the credit application process took about a week with the current flow, due to the use of various tools from third-party companies, making it slow and bureaucratic. In addition, we faced many problems with the unavailability of these third-party services.
The Process
Blueprint
When developing our project, we realized the importance of a clear vision of the process. Therefore, we created a service blueprint, where we carefully map each step, those involved, the necessary artifacts and the phases to be followed. The collaboration of the entire team was essential to build this detailed map, and the contribution of the product managers further enriched our understanding. With this consolidated vision, we are ready to move forward with confidence and efficiency, knowing that we are all aligned in the pursuit of the project’s success.
Taskflow
As we faced the need to visualize our processes in a clearer and more isolated way, we decided to use a task flow. This tool allowed us to map each stage in detail, identifying points for improvement. We analyzed both as-is (as-is) and to-be (as-should-be) scenarios to understand where we could optimize and improve our operations. With this information in hand, we are better equipped to implement positive changes and drive efficiency in our team.
Mental Mode
We face the challenge of proposing improvements in our process, and for that, we use the powerful mental model. At this stage, product managers brought their unique ideas and perspectives to each phase of the project. It was amazing to see how this model allowed us to see situations from new angles and understand the necessary tactical actions. With our well-founded proposals, we seek to validate their viability, working together with the technology and business teams. This collaborative approach has given us the confidence and clarity to move forward with the best solutions.
Conclusion
Reaching the conclusion of this process was extremely rewarding. As a Product Designer and Product Managers, we now have a much clearer and more comprehensive view of the whole flow. The tools we use together proved powerful and complementary. Blueprint helped us map the details, Task Flow has isolated the processes for analysis, and Mental Mode brought new perspectives. This combination was valuable, especially in complex scenarios like what we face. We are confident that this path is an interesting approach to improve our future projects. The assertiveness achieved with this approach motivates us to continue seeking excellence in our work.
