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Service Blueprint Training

Course Description

Service Blueprint Training

Course Description: In the modern business landscape centered around customers, it’s vital to excel in designing and delivering top-notch services. This Service Blueprint Training goes beyond the basics, teaching you how to refine your Service Design process for best results and create practical Service Blueprints that drive real-world success.

Course Highlights:

  1. Customer Journey Mapping, Service Safaris, and Ethnography: Gain useful insights by identifying pain points and moments of delight along the employee and customer touchpoint interactions with your service.
  2. Understanding touchpoints: Understand the core principles of value exchange between your business and customers. Learn how customer interactions and touchpoints shape their perception of your service. Explore techniques to create memorable and impactful front-stage experiences including intangible value.
  3. Aligning Backstage, Middle, and Front Stage Actions: Explore the interconnectedness of backstage, middle, and front-stage operations. Learn to synchronize behind-the-scenes employee actions and processes with customer-facing actions. Improve flow between the different stages with a Policy Design lens to backend processes.

  4. Building your Service Blueprint: Walk through a step-by-step blueprint creation process. Utilize real-life case studies, customer data, and business problems to create actionable solutions. Gain hands-on experience in designing Service Blueprints that are both strategic and practical.

  5. Measure and manage Service Blueprints: Bring stakeholders into blueprint governance. Understand how to ensure your service design aligns with customer and employee expectations after roll-out.

  6. Tips for implementing your Service Blueprint: Learn best practices for translating your blueprint into tangible actions. Overcome common implementation challenges through effective strategies. Learn to bring organizational impact or Service Transformation to your organization.

Course Format: The course combines a workshop format, peer collaboration, and learning by doing. Participants will engage in practical exercises that simulate real-world scenarios. 

  1. Front stage: How value is delivered and received.
  2. Customer journey mapping and touchpoint mapping
  3. Aligning Backstage/ Middle and Front stage actions.
  4. Building your Service Blueprint.
  5. Managing and implementing your Service Blueprint.
Learning Objectives

By the end of this course, participants will be able to:

  1. Create a Comprehensive Service Blueprint:
    • Develop a clear, concise, actionable Service Blueprint that aligns with organizational goals.
    • Implement a clear process that ensures all critical components are included.
  2. Orchestrate cross-channel touchpoints:
    • Learn how touchpoints work across channels for a smooth service experience.
    • Create a unified product-service prototype based on your blueprint.
  3. Manage and Optimize Service Blueprint Success:
    • Utilize performance metrics to refine and improve your Service Blueprint continuously.

Essential Details
  • 8 hours (over 3 days).
  • Online (or in-person).
  • Up to 40 people (online) or 25 in-person.
Who Should Take This Course

This course is for all internal stakeholders involved in management, design and delivery of cross-channel services or product-services.

  • UX teams
  • Business Leaders
  • Product Managers
  • IT Leaders


Participants will benefit from the Service Design training.

What our Students Say

The best part of this training was the touchpoint mapping. I didn’t realize how important that was in the service blueprint process.
Carlos N., Product Manager
Most enjoyable! Very interactive, I was not expecting our first Service Blueprint to be so simple to create. 
Yun W., Sr. Researcher

About Your Trainer

Frank Spillers

CEO and Master UX Trainer @ Experience Dynamics

Frank Spillers is the founder of Experience Dynamics, a leading UX consulting firm with Fortune 500 clients around the world. For 25 years, Frank has been an internationally respected speaker, author, UX Leader, and Inclusive Design educator. He is a world expert in improving the design and user experience of products, experiences, and services. He leads consulting projects at Experience Dynamics as well as teaching monthly at his UX Inner Circle and with the Interaction Design Foundation, the largest design school. 

Frank Spillers

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