In-house programme

Complex journeys and service design.

Most journey-mapping training assumes a consumer buying something. Your team is working on internal tools, B2B platforms and operational systems: several different users, long-running workflows, hand-offs between people and systems, decisions made off-screen, and a service wrapped around the interface that the interface cannot fix on its own. This is a one-day, in-house programme built around one of your own journeys.

Enquire about training All in-house programmes

Who this is for

Built for journeys with more than one user.

This is not a consumer-funnel journey-mapping refresher. It assumes your team is already working on something with more than one user, system, or moving part.

•Product, design and operations teams working on internal tools or B2B platforms.
•Teams whose users are several different people, not one consumer moving through a funnel.
•Teams with workflows that span days or weeks rather than a single session.
•Anyone who has been asked to fix the interface for a problem that lives in the process around it.

What the day covers

Six things you have to get right.

Run against your own live journey, not a hypothetical one.

Mapping a journey with more than one user in it

Who is actually in the flow, where control passes between them, and what each one can and cannot see. Most journey-mapping training assumes a single buyer moving through a funnel; your journeys are rarely that simple.

The service behind the interface

People, process, technology and data, and where each one breaks the experience the interface is being blamed for. A screen cannot fix a process problem, and this is where we go looking for the actual cause.

Building a blueprint of one of your flows

What the user sees, what happens behind it, and where the two come apart. Built on a real flow of yours, not a worked example, so what you leave with is something you can act on directly.

Why your org chart shows up in your product

Conway's Law in practice: hand-offs that mirror team boundaries, and which of them are worth designing around rather than fixing. Some seams are real and some are just how the teams happen to be split.

Workflows that do not end

Queues, states, interruptions and long-running cases, and how to design for someone returning to a task days later, picking up context they have lost, or handing it to a colleague mid-way through.

Turning a map into a decision

Going from a wall of post-its to a prioritised set of changes people will actually act on. A blueprint that stays in the workshop room has not done its job.

What you leave with

Artefacts, not just a good discussion.

•A blueprint of one real journey from your product, built in the room.
•The hand-offs in that journey marked and named.
•A working map of where the service, not the interface, is causing the problem.
•A prioritised, agreed list of changes to take back into the business.

Day, run against one of your own live journeys

Maximum participants per session

Delivered across the UK and internationally

£600

Per person for onsite, customised multi-day training

Common questions

Before you enquire.

Is this the same as journey mapping training?

It starts from the same tool but does not stop there. Most journey-mapping training assumes one user buying something in a single sitting. This programme is built for journeys with several different users, hand-offs between people and systems, and work that runs over days or weeks, which is the normal shape of an internal tool or a B2B platform, not a consumer funnel.

Do you use our real product, or a worked example?

Your real product. We ask for one live journey in advance and the day is built around mapping and blueprinting that flow, not a generic case study.

Have you delivered a dedicated service design programme before?

This is a newer, focused offering. We have delivered in-house UX training to product, operations and technology teams for over a decade, and this programme brings that experience to bear specifically on service design and complex, multi-user journeys.

Can this be combined with other in-house training?

Yes. It is often run alongside our UX research day or our UX strategy programme, since a blueprint is only useful if the organisation can act on what it shows. Tell us on the form below and we will scope the days together.

Get in touch

Enquire about this programme.

Tell us about your team, the journey you want to work on, and your preferred timing. We will get back to you within 2 business days.