API - service blueprinting

Business goal

Increase the number of users in production

Research goals

Uncover internal actions and processes that could be affecting the delivery of our product

 
 

Participants

  • End users: internal staff (engineers)

Methods

  • 1:1 interviews

  • Group review of service blueprint

 

Timeline

  • 2 weeks

 

Output

 
 

Findings

  • The pathway to accessing Sandbox (and documentation) is not clear to users.

  • We are losing users during the last two stage of onboarding (gaining access to production environment and accessing claims).

    • Attestors are not passing information to Tech leads.

    • Companies don’t know how to send passwords securely

  • Any step requiring an Attestor (C-level) requires more follow-up on our end.