Equifax: Rapid I9 Onboarding Service Blueprint

Early in 2019 at Equifax Workforce Solutions, we were working on a solution to rapidly onboard customers into our I9 solution. We had done the work of understanding our users from a persona standpoint, and we understood their pain points from our journey map work. However, we needed to plan how we wanted to design the rapid onboarding experience.

The service blueprint below is the result of this highly collaborative work, which spanned several cross-functional areas, including infrastructure, IT, product management, and marketing. The service blueprint below charts the ideal path through the rapid onboarding experience, accounting for where the actions occur, as well as where the lanes crossed to create dependencies.

I was responsible for the workshops, analysis, architecture, and artifact production of this deliverable, as well as being charged with the leadership role to drive this artifact part of the project to its eventual successful delivery.