PwC Service Blueprint
PwC set out to improve how teams form, collaborate, and deliver work across a complex internal network. This project mapped the full TeamBuilder experience—from employee discovery to team formation—revealing how people, systems, and processes interact behind the scenes. The resulting service blueprint clarified pain points, aligned stakeholders, and provided a strategic foundation for improving how employees connect and build high-performing teams.
I led the creation of the service blueprint to map the end-to-end staffing process across PwC’s global teams. I worked closely with stakeholders to understand workflows, dependencies, and pain points across multiple systems, translating that complexity into a clear, structured view of how work actually gets done. The goal was to define requirements and align teams around a shared understanding of the current and future state.
The service blueprint brought clarity, structure, and alignment to a fragmented system, making it easier to evaluate the true needs of the organization. It directly informed the decision to adopt an existing platform rather than build from scratch, helping avoid unnecessary complexity and accelerating the path to implementation. By aligning teams around a shared vision, it reduced ambiguity and created a more efficient foundation for how staffing decisions are made globally.
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