Appendix B: Templates
Skylight adapts these templates to use in the various methods we leverage in our service design projects. Some are our own, and others we’ve borrowed from practitioners we trust. Templates aren’t prescriptive or rigid; feel free to alter them to meet your specific project needs.
The templates below are organized by phase. Most are in the tool MURAL, but can easily be done on a physical whiteboard, in Google Slides, or whatever tools you have at your disposal.
Method: Kickoff workshop / alignment
Method: Stakeholder mapping
Method: Desk review or secondary research
Tool: Google Sheet
Method: Stakeholder and customer interviews
Tool: 18F website
Method: Affinity mapping
Method: Customer journey mapping
Method: Service blueprint
Method: POV statement
Method: Prioritization workshops
No templates needed.
Method: Success metrics