This practice-based paper presents a case study of designing services utilising blockchain technology. Blockchain provides
an extremely secure record of transactions and has the potential to simplify and automate many complex processes. In
this example Blockchain is used to validate a person’s identity through a digital passport. In using Blockchain the
customer journey becomes highly automated and has no points of user interaction, which user-research revealed has
both benefits and disadvantages. The paper discusses the challenges and opportunities of highly automated processes
and proposes a framework of design principles to be used when developing Blockchain and technology-based services
that produce invisible processes.