Service Blueprint

Improving Hepsiburada's product and design teams workflows

Basket and payment pages are affected by a variety of campaigns and offers, which causes confusion for the design and product teams. To address this, I conducted a workshop and then prepared a service blueprint to show how Hepsiburada’s system works
Dashboard mockup

Improving Hepsiburada's product and design teams workflows

Why I decided to create a service blueprint for HB?

Turnover Rate Creates Problem

There can be periods in the company with a high turnover of people coming and going. This creates a problem in terms of knowledge transfer process. Business owners tried to map the system but they could not finish project because of the work load.

Third- Party Integrations

HB( Hepsiburada) has own FinTech app which is HepsiPay and also they have alternative payment options( Shopping loan, Buy now pay later, credit card etc.) That's why, payment page is affected by third-party integrations and other brands systems.

Lack of documentation

Hepsiburada is not only marketplace but also super app. In HB there are also domain like Wallet, Book Flight, Lottery, Fast Delivery, Water Delivery etc. People have to work fast and thay's why, lack of documentation result in problems
Credit card mockups
CX

Mapping the system on Blueprint

By creating a Service Blueprint, the entire team was aligned. When designing new features, we frequently refer to my Service Blueprint project for guidance.

Important Outputs

As a result of this project, the HB business, UX, and development teams collectively decided to transition from a web app to a native app to enhance platform speed

What I learned

As designers, we are responsible not only for the Customer Journey but also for the System Journey. Through this project, we identified problems to enhance speed and maximize user satisfaction
Dashboard mockup

Thank you for review

If you’d like to learn more about me and my projects, feel free to visit the About Me page
About Me
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.