The challenge was to facilitate active engagement of Alumni with the School. We kicked off the project by understanding the Alumni lifecycle. The process included conducting interviews with alumni, shadowing alumni during events, interviews with Alumni center staff and creating a flow of the Alumni time (customer journey map)
After we analyzed the customer map we found places/loopholes in the support infrastructure which we could use to create a new IT mediated service. This was translated into a flow diagram (service blueprint)
To communicate the concept better we created some sketches to depict the scenario.