ISSD PV Process

Photovoltaic Information Service System Redesign

Using service system tools we systematically re-organized the photovoltaic (solar panel) industry to focus on an information economy.


Development of program through each step: User needs analysis / observations, blueprinting, understanding failure points to redesign information flow to address user interaction, navigation, and experience to create a relational data base solution.  We created a video to explain the difference between the old photovoltaic system and the new re-designed service system.

Identify Stakeholders


Failure Points



Identify Stakeholders:

To gain a high level overview of the Photovoltaic installation process, we spent our time participating in webinars, conducting interviews, and researching information sources recommended to us (websites, brochures, and client information). Our interviews included several buyers (early adopter and recent buyers), solar sellers / installers (which included an office manager and contractor).  We focused on processes that went right as well as things that went wrong in installing photovoltaic.

Workflow Diagrams:

We also used our ethnographic study to understand the current process of work in terms of time.  Various parties need to exchange information with one another at different times throughout the process.  The diagram below shows stakeholders on the y-axis and phases on the x-axis.



Blueprinting is an operational graphic tool that describes interactions and displays the process functions above and below the line of visibility to the customer: all the touchpoints and the back-stage processes are documented and aligned to the user experience.

Existing Document Choreography:

Our group analyzed various construction documents for solar installations to understand current-day processes and the flow and exchange of information in the back stage. This diagram illustrates the mis-communication and mis-alignments that happen between the major stakeholders and information components. Similar components of information are required by many stakeholders and document form approvals.

Failure Points

How do we quickly run through various opinions to layout content, interaction, and experience to have conversations with design group. Below are some images of measured drawings using graph paper that were at a 1:1 and 1:12 scale.

Card IndexingMind mapping

Group sketchingGroup sketching



Storyboards is a tool from cinematographic tradition; representing a sequence of characters through space and time using a series of drawings or pictures developed in a narrative sequence.  The service storyboard illustrates touchpoints between the customer and the relationship to their experience. 

Storyboards for Final Project Video

View the complete Storyboard and script