Service Blueprinting for Better Collaboration in Human-Centric AI: The Design of a Digital Scribe for Orthopedic Consultations

Reka Magyari, Fernando Secomandi

This case study explored the application of the service blueprinting method during the conceptual design of an AI-enabled digital scribe—an intelligent documentation support system—tailored for orthopedic consultations. In this paper, we discuss how this method can be used to enhance collaboration between user experience designers and machine learning engineers. Specifically, we show how service blueprinting can help innovation teams create a common foundation for understanding design challenges, enrich data with user-related insights, and highlight the value of AI capabilities as an organizational resource. Building on recent academic research in the field of human-computer interaction, our findings provide additional insights for addressing the design challenges associated with developing human-centric AI and incorporating service design approaches.