Megan Miller

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Stanford Sites Jumpstart "New Site" Service Experience

2015

Context and Problem

Stanford Web Services (SWS) launched the Stanford Sites Jumpstart service in 2013 to meet the high demand for department, office, lab, and event websites from across campus. In order to scale our website design and development services to the entire campus, we created the Stanford Sites Jumpstart service—a "one-click" website solution created from modular components and designed to meet key use cases and needs from campus units. As the service evolved, we developed multiple Jumpstart product offerings and grew the capabilities of the tool. Still, in 2015 one of our major pain points for the service was how complex, time-consuming, and difficult the "new site request" process was for new clients, and for the SWS team. The goal of this work was to uncover opportunities to improve both the client experience during this critical phase of the service, as well as improve the backstage processes and systems that delivered that experience.

Approach

In order to more fully understand the service experience—both the frontstage and backstage—I worked with my colleagues to map the service ecosystem and blueprint the "new site request" process.

Here is a high-level breakdown of my process:

Jumpstart service high-level overview

Jumpstart service high-level overview

Jumpstart service ecosystem

Jumpstart service ecosystem

Jumpstart new site request blueprint

Jumpstart new site request blueprint

Outcomes

The process of leading the team through ecosystem mapping and blueprinting resulted in several outcomes:

My Role

I took the initiative to suggest, lead, and implement this project, helping the team understand new service design methodologies and concepts, and leading the team through the process. Stakeholders involved included: Lead Developers, Customer Experience Specialist, Project Managers, Business Manager, and Site Producers.