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Touchpoint
p-ISSN: 1868-6052
e-ISSN: 2940-2778
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Beyond Blueprints : From insight to impact in a utility organisationMegan GilezaTouchpoint - Emerging Service Design 17 No. 2 (2026)https://doi.org/10.30819/touchpoint.17-2.11 pp: 54-58 2026-06-18 |
Gileza, M. (2026). Beyond Blueprints : From insight to impact in a utility organisation. Touchpoint - Emerging Service Design, 17 (2), 54-58. doi:10.30819/touchpoint.17-2.11
@article{Gileza_2026,
doi = {10.30819/touchpoint.17-2.11},
url = {https://doi.org/10.30819/touchpoint.17-2.11},
year = 2026,
publisher = {Logos Verlag Berlin},
volume = {17},
number = {2},
pages = {54-58},
author = {Megan Gileza},
title = {Beyond Blueprints : From insight to impact in a utility organisation},
journal = {Touchpoint - Emerging Service Design}
}
url = {https://doi.org/10.30819/touchpoint.17-2.11},
year = 2026,
publisher = {Logos Verlag Berlin},
volume = {17},
number = {2},
pages = {54-58},
author = {Megan Gileza},
title = {Beyond Blueprints : From insight to impact in a utility organisation},
journal = {Touchpoint - Emerging Service Design}
Abstract
For many, service design is synonymous with journey mapping: designers capture touchpoints, map steps and highlight pain points. These artefacts are widely adopted to create shared understanding and centre human experiences. But utilities, like other public sector organisations, operate in complex environments that quickly reveal the limits of these tools.
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