The Service Blueprinting course is a two-day learning event that practically explores service blueprinting through hands on activity and discussion.
A service blueprint is a diagram that visualizes the relationships between different service components that are directly tied to touchpoints in a customer journey. Think of Service Blueprints as sequels to Customer Journey Maps, one focuses solely on what the customer is doing, the other focuses on what the Business is doing in parallel.
Having this insight enables organisations to develop a comprehensive understanding of it’s service and the underlying resources and processes that make it possible. This enhanced view helps to discover weaknesses, identify opportunities for optimization and bridges efforts across departments.
This two-day highly practical course will take your design thinking skills and apply them to service design.
You will learn how to use service blueprinting techniques in a guided workshop before applying them to a real-world case study or your own business problems.
The topics explored during this course are:
While there are no formal prerequisites for this course learners would benefit from having existing design thinking experience.
We recommend learners who are new to design thinking attend the 2-day Design Thinking workshop before moving on to Service Blueprinting.
At the end of this event, you will be able to:
This two-day course aims to take your existing design thinking knowledge and apply this to service blueprinting.
Learning will begin with an overview of the theoretical aspects of service blueprinting through interactive discussion before moving on to practically apply these concepts to a real-world case study or your own business problems.
Learners will develop their understanding of how Empathy maps, personas and customer journeys power services, explore defining wicked problems and identify when to use, and when not use service blueprints.
Learners will experience how service blueprinting helps to see customer problems holistically.
The course covers:
Synthesise results and recommendations
Join our public courses in our South Africa facilities. Private class trainings will be organized at the location of your preference, according to your schedule.