Journey Mapping and Service Blueprinting Essentials

This course will give you hands-on experience of mapping out a customer journey, then diving deeper into the organisation that delivers it by creating a service design blueprint.

What you’ll learn

• Why and how we journey map

• Why and how we service blueprint

• How these maps can help you and your organisation create change

• Understand the role of “As is” & “Future State” maps

• Develop confidence in how to navigate the many uses of maps in user centred design

• Learn how to structure and collaboratively create journey maps and blueprints

Other course information

• This course is delivered live online over 2 half days (09:30 – 13:00), with breaks

• It’s run in a small group, with an average size of 15 people

• The course includes some group working (please do include any additional needs in relation to this on the accessibility survey)

• You’ll have the opportunity to ask questions and receive feedback from our experienced team

• The format is approximately 60% theory and 40% practice

• We’ll share course materials afterwards, together with recommendations for further reading

• We also offer 1-2-1 mentoring sessions following the course to provide additional support specific to your work context

Who should come on this course?

• User researchers, early career service designers, content designers, interaction designers and others working within digital design teams

• Those working with service designers and digital design teams

• Teams looking to up skill and have a shared understanding of role of maps their projects

What do people say about this course?

“I feel like I have a much better understanding of how to set up/frame/get started with mapping, and I got some really useful practical experience of how to do it. Also feel I understand better about how to use maps in different ways.”

“This was really good. The multi-faceted, meaty and interesting case study had lots of touchpoints and issues to think about.”

Do you want to learn as a group?

We can also deliver this course to your team, either online or in person, visit our in-house training page for more information.

*We want to make sure our courses are available to everyone, so please get in touch with us about a free place if you are unemployed, on maternity leave or on a very low income.

But wait… what is this course about?

Services can be complex and hard to use because they’re designed around unseen business processes.

Mapping can be a key tool to help you identify which parts of your service frustrate your users, and then design it in ways to meet their needs (and beyond).

A journey map describes how a user interacts with a service over time, outlining the touch points (everything from a leaflet or a shop window through to websites, apps and call centres). We find out what they are thinking, feeling and doing during the process ( not what they say they do!).

Once we have the journey map and front stage set, we dig deeper into the “back stage” blueprint. A service blueprint maps out the steps in a service process, unveiling the intricacies that hide beneath the surface. This map can help to design a new process, document and improve an existing one, or even be used to future cast and narrate the desired future with your clients and stakeholders.