Showcase : Service Design
The True Cost of $205
Problem Statement
A global beverage corporation discovered they were spending more money resolving customer disputes than the disputes were worth. A $310 billing question involved 14 people across 7 systems, took 6 hours of work time, required 9 months to resolve, and resulted in a $205 settlement. This wasn't an isolated incident—it was a symptom of disconnected legacy systems and fragmented processes that turned simple customer issues into resource-draining nightmares.
How this relates to your needs
Every organization serving older adults faces these hidden operational costs where well-intentioned processes become expensive barriers across complex stakeholder networks.
Whether you're coordinating between users, family members, caregivers, healthcare providers, and insurance systems, managing multi-layered approval workflows that span B2B and B2C touchpoints, or discovering that your support processes consume resources better spent on direct service delivery, these systemic inefficiencies multiply as your ecosystem grows.
The service blueprint methodology I used here reveals the true cost of operational friction in multi-stakeholder experiences—and creates clear pathways to transform administrative burdens into streamlined processes that improve outcomes for users, families, and care teams while strengthening your organizational sustainability.
The Blueprint
The blueprint’s dimensions when printed was 9’ x 4’ - maximal height output at a FedEx Office.
Service Blueprint Detail