Clarion Housing – Service Blueprints for Repairs
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Dec 2022 - Mar 2023

Background

Clarion Housing is one of the largest social housing organisations in the UK. They brought me on for a short project to help them understand the world of Repairs, which forms a large majority of the day-to-day issues that they have to handle. It consumes a lot of the processes internally, and spans across multiple departments, teams and estates across the country. The client wanted an As-Is Service Blueprint to visualise the components that provide the current (slightly disjointed) world of repairs – which included responsive (resident-reported) issues, scheduled maintenance and longer-term planned investment. The second part was then to produce a To-Be Service Blueprint to visualise how the service could be, in its most desirable, customer-centric form, and what components would be needed to facilitate that.

Process 

Working with the Product Manager and BA for the Repairs area, and the rest of the Digital Experience team, I undertook the research and discovery to collect and analyse information on the various existing processes. Interviewing stakeholders and going through existing documents to put together the blueprints.

Tools

Miro