Overview

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:

  • Understanding Service Blueprints
  • Preparing for a Service Blueprint Session
  • Defining a Service Blueprint session
  • Organising a Service Design Session
  • Executing a Service Blueprint Session
  • Analysing Results
  • Service Blueprint Sprint
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Prerequisites

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.

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Delegates will learn how to

At the end of this event, you will be able to:

  • Understand how service blueprints add value and solve problems
  • Plan and define a rigorous service design session
  • Develop and validate end to end customer solutions
  • Analyse data and make recommendations
  • Facilitate service design sessions
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Outline

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:

  • Understanding Service Blueprints
  • Preparing for a Service Blueprint Session
    • Understanding Opportunity Spaces
    • Defining Scenarios and use cases
  • Defining a Service Blueprint session
    • Preparing steps and touch point
    • Defining the surface to core layers of a Service blueprint
  • Organising a Service Design Session
    • Identifying stakeholders
    • Setting up physical and digital spaces
    • Defining effective hygiene for good sessions
  • Executing a Service Blueprint Session
    • How to prepare stakeholders and facilitate a session
    • Identifying critical moments and ideas
    • Recording findings
  • Analysing Results
    • Organising and grouping data into themes
    • Identifying strategic and tactical themes
    • Analysing and weighting critical moments
    • Making Recommendations and validating results
  • Service Blueprint Sprint
    • Planning your session
    • Facilitate as teams

Synthesise results and recommendations

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Why choose QA

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Frequently asked questions

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How can I create an account on myQA.com?

There are a number of ways to create an account. If you are a self-funder, simply select the "Create account" option on the login page.

If you have been booked onto a course by your company, you will receive a confirmation email. From this email, select "Sign into myQA" and you will be taken to the "Create account" page. Complete all of the details and select "Create account".

If you have the booking number you can also go here and select the "I have a booking number" option. Enter the booking reference and your surname. If the details match, you will be taken to the "Create account" page from where you can enter your details and confirm your account.

Find more answers to frequently asked questions in our FAQs: Bookings & Cancellations page.

How do QA’s virtual classroom courses work?

Our virtual classroom courses allow you to access award-winning classroom training, without leaving your home or office. Our learning professionals are specially trained on how to interact with remote attendees and our remote labs ensure all participants can take part in hands-on exercises wherever they are.

We use the WebEx video conferencing platform by Cisco. Before you book, check that you meet the WebEx system requirements and run a test meeting (more details in the link below) to ensure the software is compatible with your firewall settings. If it doesn’t work, try adjusting your settings or contact your IT department about permitting the website.

Learn more about our Virtual Classrooms.

How do QA’s online courses work?

QA online courses, also commonly known as distance learning courses or elearning courses, take the form of interactive software designed for individual learning, but you will also have access to full support from our subject-matter experts for the duration of your course. When you book a QA online learning course you will receive immediate access to it through our e-learning platform and you can start to learn straight away, from any compatible device. Access to the online learning platform is valid for one year from the booking date.

All courses are built around case studies and presented in an engaging format, which includes storytelling elements, video, audio and humour. Every case study is supported by sample documents and a collection of Knowledge Nuggets that provide more in-depth detail on the wider processes.

Learn more about QA’s online courses.

When will I receive my joining instructions?

Joining instructions for QA courses are sent two weeks prior to the course start date, or immediately if the booking is confirmed within this timeframe. For course bookings made via QA but delivered by a third-party supplier, joining instructions are sent to attendees prior to the training course, but timescales vary depending on each supplier’s terms. Read more FAQs.

When will I receive my certificate?

Certificates of Achievement are issued at the end the course, either as a hard copy or via email. Read more here.

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