"Improvement Triggers provides a collection of questions which can be used to help you look at your work
a bit differently. The key is to use the seven categories of questions to provoke your thoughts on
"It is a visual document that identifies the stakeholders involved in a certain process and the relations
between them, describing their nature: formal, informal, with exchange of information, money and anything
relevant in the case in question."
"The user journey map is a diagram showing a graphical representation based on time. It represents the
user’s “journey”, offering an overall view of the interaction flow and the different points of
between the service and the user"
"The service blueprint is a framework that accurately describes the service system so that the different
people involved can understand it and face it objectively regardless of their role or personal viewpoint."
"Narrative representation of the interaction of a person with the service, highlighting the various stages.
It describes real situations and creates a plausible description of the environment in which the service
will be used."
"It is the opposite of traditional brainstorming. Whereas the classic brainstorming technique is used
to find solutions to a problem, negative brainstorming concentrates on solutions that would lead to