Complex journeys and service design.
A one-day in-house programme on designing complex, multi-user journeys and service blueprints for internal tools, B2B platforms and operational systems, built around one of your own journeys.
Built for journeys with more than one user.
This isn't 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.
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
Map who's actually in the flow, where control passes between them, and what each can and can't see.
→ a journey map with every user's role markedThe service behind the interface
A screen can't fix a process problem: this is where we go looking for the actual cause.
→ a map of where the service breaks the experienceBuilding a blueprint of one of your flows
Blueprint a real flow of yours: what the user sees, and what happens behind the interface.
→ a service blueprint of your real flowWhy your org chart shows up in your product
Spot the hand-offs that mirror team boundaries, and decide which seams are worth designing around.
→ the hand-offs in your journey, marked and namedWorkflows that don't end
Design for someone picking a task back up days later, or handing it to a colleague mid-flow.
→ patterns for queues, interruptions and mid-task handoversTurning a map into a decision
Turn the wall of post-its into a prioritised set of changes people will actually act on.
→ a prioritised, agreed list of changesArtefacts, 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.
Before you enquire.
Is this the same as journey mapping training?
It starts from the same tool but doesn't 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, including engagements with the BBC, GroupM and Wataniya Insurance, and this programme brings that experience to bear specifically on service design and complex, multi-user journeys. See a related engagement: Wataniya Insurance.
Can this be combined with other in-house training?
Yes. It's often run alongside our UX research day, our UX strategy programme, or our agentic AI programme, since a blueprint is only useful if the organisation can act on what it shows and an agent handing off mid-journey needs the same clear hand-offs this programme maps. Tell us on the form below and we'll scope the days together.
What's a service blueprint?
A service blueprint is a diagram that maps what a user sees in a journey alongside what happens behind it: the people, systems and processes that support or break the experience. It's used to find problems that live in the process rather than in the interface.
Enquire about this programme.
Tell us about your team, the journey you want to work on, and your preferred timing. We'll get back to you within 2 business days.