User Journey Mapping and Service Blueprinting
This course will give you hands-on experience of mapping out a customer journey, then dives 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.