Smart Farming
Global service blueprint strategy for an agricultural SaaS enterprise — mapping complex systems into an actionable investment roadmap.
- Client
- Confidential agricultural SaaS enterprise (under NDA)
- Category
- Service Design · Enterprise SaaS · Research
- Year
- 2022
The problem
A global agricultural SaaS enterprise had accumulated years of overlapping features, audits, and technology investments — but no unified view of how the product actually worked end-to-end. Users struggled to access core capabilities, leadership lacked a shared language for where to invest, and product owners were making roadmap decisions without a current-state map. The business risk was not a missing feature; it was a missing framework for seeing the whole system.
My role
Product Designer & User Researcher
- Contributed to a cross-functional consulting team of product designers, researchers, a product owner, project manager, senior consultant, director, subject matter expert, and content writer over a three-month engagement.
- Audited existing products, prior audits, and legacy blueprints to produce a defensible current-state snapshot of the SaaS platform.
- Led user research: interviewed managers, administrators, and end users to surface challenges, needs, and operational objectives.
- Developed multiple personas and end-to-end user journeys to ground blueprint decisions in real user context.
- Co-facilitated remote and in-person workshops across multiple time zones to align stakeholders on scope, features, and priorities.
- Synthesized business processes, technology capabilities, and client needs into a proposed information architecture and service blueprint.
Process
- Step 01
System Audit & Current-State Snapshot
Reviewed existing products and prior artifacts to establish a working framework and a shared baseline for the blueprint — the first time the client could see the platform as one connected service.
- Step 02
Research & Journey Mapping
Interviewed managers, admins, and users; developed personas and journeys that mapped where the product delivered value and where accessibility gaps blocked adoption in the marketplace.
- Step 03
Workshop Facilitation & Alignment
Ran virtual and in-person workshops across time zones with product owners, strategists, and SMEs. Ideated and synthesized findings in Mural to converge on targeted features for integration.
- Step 04
Blueprint & Investment Recommendation
Delivered a service blueprint and information architecture proposal that gave leadership a clearer view of where to invest in product technology and interface — turning a system audit into a strategic decision tool.
Measurable results
Service blueprints are not deliverables — they are alignment instruments. The value was less in the artifact and more in giving executives, product owners, and users a shared map to argue over, invest against, and act on.
Making a complex SaaS platform legible to its own leadership
Over a three-month engagement, our consulting team audited a global agricultural SaaS platform and produced the enterprise's first unified service blueprint. The work spanned system audit, user research, workshop facilitation across time zones, and information architecture — giving product owners and executives a shared framework to prioritize investment in technology and interface.
From scattered audits to a shared map
Audit before you architect
We started with a current-state snapshot — existing products, prior audits, legacy blueprints — so every downstream recommendation was traceable to what actually existed in the platform.
Research at every altitude
Interviews with managers, administrators, and end users produced multiple personas and journeys, ensuring the blueprint reflected operational reality, not internal assumptions.
Facilitate to align, not to present
Mural-based workshops across time zones turned findings into shared decisions, so leadership left aligned on where to invest — not just informed about what we found.
Common questions
What tools did you use?▼
Figma for artifacts and information architecture, Mural for collaborative synthesis and workshops, plus desk research and structured interviews for the audit and research phases.
Who did you work with?▼
A cross-functional consulting team including product designers, user researchers, a product owner, project manager, senior consultant, director, subject matter expert, and content writer — collaborating with the client's product owners and leadership.