Streamlining Credit Development Services through Service Blueprint Mapping
Key Takeaway
This project equipped the client with a clear, actionable framework to optimize their credit development services, aligning internal processes with customer needs and strategic priorities.
Client
A sustainability tech provider specializing in carbon credit generation and emissions reduction strategies.
Project Scope
Mapped the internal and external workflows of the credit development service line to identify pain points, streamline operations, and enhance the customer experience.
Challenge
The client’s credit development process was complex, involving multiple internal teams, customer touch points, and future expansion goals. A lack of clarity in workflows and responsibilities increased inefficiencies and risks, making it difficult to prioritize improvements strategically.
Approach
Secondary Research: Reviewed existing documentation to establish a foundational understanding of the credit development process.
Primary Research: Conducted 1:1 sessions with key stakeholders across product development, operations, client success, and sales.
Workshops: Facilitated internal validation workshops to refine process mapping and identify improvement opportunities.
Service Blueprinting: Created a detailed map of customer and internal journeys, covering onboarding through credit generation, to highlight responsibilities, touchpoints, and inefficiencies.
Results
Produced a comprehensive service blueprint providing visibility into current workflows and responsibilities.
Identified key inefficiencies and areas for automation, improving both internal operations and client satisfaction.
Delivered a roadmap for future process improvements, reducing risks and fostering cross-team alignment.
