Three useful views
For the cancellation, a relationship view distinguishes learner and payer. Research examines what each needs. A journey follows what happens while a resolution is sought. Each reveals a different part of the architecture.
| Approach | Contribution | Connection to examine |
|---|---|---|
| A Simple Architectural Framework (ASAF): Customer | Connects customer strategy, changes to the service, current relationships and policies. | Connect external needs to purpose, channels and operating responsibilities. |
| GOV.UK Service Standard | Emphasises understanding users and their needs when designing a service. | Retain the research and uncertainties behind an architectural assumption. Understand users. |
| Customer journey | Follows a person’s steps, expectations, waiting and difficulties. | Connect the visible experience to the teams, information and rules that produce it. |
| Capability view | Describes what the organisation must be able to do. | Check that the ability produces the outcome the customer needs. |
Journey and capability views here are general techniques. The Service Standard addresses government services. This comparison uses selected public guidance to identify useful questions for the example.
Trade-offs
A common service path can simplify delivery and support. Different needs may justify variants or assistance. Record why a difference matters, how it will be supported and which observations support the choice.
Methodology configuration
Use the relationship, user-research and business records already maintained by your team. Use Methodology configuration to map terms, records and reviews to your own approach.
Use the customer example, then adapt the customer record to distinguish the learner, payer and representative and record whose needs have been examined.