Future State Storyboards

Role

Lead, Designer

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Objective

Create a future state vision for various tasks a user and employee would need to complete with a large, complex government agency. Craft an easy, empathic, and ideal means by which diverse user groups can access government services.

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Methodology

Starting with existing research on the current state of the user and employee experience for services, conducted workshops to create a future state narrative. Workshops included empathy mapping for the experience at each step in the process, rapid storyboarding to develop all aspects of the ideal scenarios, convergence into important points, and crafting the narratives. Visually focused, yet empathic, compelling, and easy to understand or scan boards were designed from the written narratives.

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Impact

The resulting storyboards were used to communicate with stakeholders across the agency, as well as printed and hung in high-traffic areas for the departments that would be affected by the improved future state. The printouts were used for gathering rapid feedback as employees passed by, with markers, stickers, and stickies.

As a result of the positive response to the boards by mid-level executives, a more easily sharable slide deck format was developed for sharing the storyboards with agency leadership in various departments. used to initiate the discussions around how these futures states could be achieved and, rather than remaining blocked by the idea that it wasn’t possible.