Journey Mapping and Service Blueprinting Essentials

About this event

Services often become complex and hard to use because they’re designed around unseen business processes. These force people to try to understand complicated systems and languages that have nothing to do with what they want to achieve.

Do you want to find out which parts of your service frustrate your users. And design ways to not only meet their needs, but maybe even bring them joy?

Learn how to design services that meet the real needs of people and the planet. Join this one day intensive course to get hands-on experience of mapping out a customer journey then diving deeper into the organisation that delivers it by creating a service design blueprint.

Image below of https://tomcousins.design

The course runs over 2 half days to allow the participants reflection time between the days and comes with a post pack email of further reading and material gathered during the course to digest in your leisure.

“Maps are the tools that designers use to make sense of the world they are designing. They’re great for starting conversations. They help teams and stakeholders to understand interactions with a service across touchpoints over time. They can be used as a research tool, for planning and operating services, and for storytelling”

Ben Holliday Author of Multiplied

The course

A journey map describes how a user interacts with a service over time, outlining the touchpoints (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 - what they’re actually doing, not what they say they do! This gives you a view of the whole experience of using a service- including what happened before and after first engaging with it. It can reveal moments of satisfaction, but also those tricky pain points.

This course will take you through this “front stage” activity and enable you to join dots, identify users' pain points and look to find new value for them and the organisation, whilst adding in layers to ensure you are approaching the work in an inclusive and planet-centred manner.

A lot of agencies and organisations stop here, but we want to take you deeper and enable you to fully see the bigger, holistic view needed to create real change.

Once we have the journey map and front stage set, you will 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.

Both processes build on the rich research and data you’ve gathered and link together to create a more joined up way of looking at the internal and external workings and experience of the company.

Learning outcomes

- Why and how we journey map

- Why and how we service blueprint

- 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

Who is this course for?

For user researchers, early career service designers, content designers, interaction designers and others working within digital design teams

For people working with Service Designers

Teams looking to upskill and have a shared uderstanding of role of maps their projects

Why Snook?

For over ten years Snook has been quietly revolutionising the private and the public sector, on a mission to make the world more human. We’ve built great products and services in a wide range of scenarios, putting people at the heart of the design process every time. We want to share what we have learned from these experiences with you so more people can benefit from the value service design brings

Quote from NHS Participant

"Snook expertly facilitated the Journey Mapping and Blueprinting sessions with the NHS teams, taking us on an intriguing journey through both the theoretical and practical side of journey mapping and blueprinting. They struck a perfect balance between talking through slides and hands on workshopping. We were split into small groups for the practical sessions, which were thoroughly enjoyable, with our hosts always on hand to offer support. They took us step by step through each element of the process to solidify our learning, and those who chose to presented back to the wider group.

The. Snook team created a wonderfully relaxed atmosphere throughout and participants felt totally at ease to express themselves. Feedback from colleagues was overwhelmingly positive, and I received many questions asking when the next ones were!"

Amanda King

NHS Lead Service Designer / Screening

We reserve some free spaces for those on low incomes. These are limited but we will have more opportunities on courses coming out later in the year. If you’re a student, on maternity leave or unemployed at the moment please contact us and say hello. We don’t ask for evidence - we trust you. Please email tash.willcocks@wearesnook.com to be added to the ongoing waiting list.