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Service Design- Case Study


The study identifies factors that influence the functioning of the system with respect to the user as well as the stakeholders involved. This study leads to track the user journey through the service and infer their actions, emotions, and involvement of the organization in creating the experiences. The study also helps to understand the missing links or loopholes existing in the service.


Stone Artisan Park Training Institute (SAPTI) has been established by the Industries & Mines Department and the Office of Commissioner of Geology & Mining (Gujarat) since 2009 under the Gujarat State Mineral Policy, 2003 Government to harness the tremendous potential of state’s stone industry and carry forward its valuable heritage of stone art and architecture.

SAPTI- Organisation structure

The organizational structure outlines how the roles, responsibilities, and rules are directed in order to achieve the goals of SAPTI. It also shows how the information flows in the system.

sapti org structure.png

Stakeholder Mapping

The organization has multiple professional relations but to understand the larger picture of the craft ecosystem, we mapped the various stakeholders involved here. The contribution and role of all the possible participants in craft education are mapped through stakeholder mapping.

Sapti  Stakeholder mapping (1).jpg

Learners' Journeys

There are different ways leading towards learning the stone craft in Ambaji. The user journey here traces the path followed by different users of diverse backgrounds. It helps us identify the entry and exit points in the craft learning cycle of different kinds of learners.


SAPTI- Service Blueprint

The services offered by SAPTI involve many microservices together and seamless sync among them. Creating a blueprint has enabled us to understand the interaction between the front end and back end of service. It highlights the crucial points of the user journey and the support system for the service.


Key Insights​

  • The students come to SAPTI with a clean slate about the traditional relevance of the craft. It affects the way they learn and practices their skills.

  • The famous shrine of Ambaji and other temples offer great exposure to the tourism market which is currently missing from the craft curriculum.

  • The education of craft is currently focussed on hand skills while the cultural understanding and innovation are missing. The skills to sustain a craft business are also missing in the current curriculum.

  • The women in stone crafts are engaged in polishing and finishing work while they do want to learn other skills, there is no source for them to learn.

  • The craft learning and skills are imparted through education but it is still difficult to set a foot in the industry as a craft practitioner so the transition from education to the industry has scope for improvement.

Design Directions for SAPTI to improve the identified areas.


  • Design opportunities involving the tourist in the educating process.

  • Design intervention to bring dignity in craft learning through fairs and festivals


  • Curriculum design to Learn the business of craft.

  • Access to Culturally driven Open craft schooling just after formal education.

  • Design of online course material independent access, open-source

  • Course content in a visual language that can cater to different tribes

  • Design solutions to bring artisans with technology(online platforms) in more efficient ways.

  • Design Intervention to understand safety measures and health hazards associated with the stone craft.

  • Solution for Craft sensitization and storytelling to bring emotional connect and motivation to pursue the craft.

​Craft Ethos

  • Opportunities to make use of stone waste and rejected pieces in the craft.

  • Design intervention to bring women on board for stone craft other than just polishing.

​Career in crafts

  • Skill enhancement of the existing stone workers.

  • Stonecraft as a source of additional income

  • Design opportunities for dropout students to make the learning of craft seamless irrespective of educational qualification.

  • Design intervention for students to earn and understand the business design nuances like visual merchandising and retail design while learning crafts.

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