Mapping the Service Blueprint: Unaccompanied Minors in Family Group Homes of Finland : a service design and software development project for a service blueprint‑based case management application

Abstract

The Finnish social welfare and healthcare sector is experiencing significant workforce shortages, heavy workloads, and declining work ability. Within this context, family group homes (FGHs) play a central role in providing 24/7 social care and integration services for unaccompanied minors (UMs) arriving in Finland without a guardian. Professionals working in these settings can face challenges related to onboarding, training, role clarity, and navigating complex service processes. This development project responded to these needs by developing a comprehensive service blueprint to improve case management practices and workflows for UMs in Finnish FGHs.

Using service design and The Double Diamond design process, the project combined preparatory research, analysis of process maps, selected organization’s internal documentation, interviews, and co‑creative workshops with social service professionals. These insights informed the development of iterative prototypes, which included a service blueprint, BPMN diagrams, and supporting content that collectively visualized the end‑to‑end service journey of UMs in FGHs. The blueprint linked frontstage interactions with backstage operations and support processes, thereby establishing a structured and transparent view of the service delivery system.

The finalized blueprint was implemented as a locally accessible desktop application that served as a practical digital tool to support everyday work, enhance onboarding of new staff, increase process visibility, and streamline decision‑making and workflows. By standardizing workflows and strengthening cross‑stakeholder collaboration, the development project aimed to improve working conditions for professionals and provided a clear, coherent, and efficient framework for managing the services delivered to unaccompanied minors in family group homes in Finland.