Orchestrate people, props, and processes that are core to your digital experience

Service design involves intentionally designing how we deliver a product or service to our customers. It includes orchestrating the internal processes to create the final holistic experience.

In this course, you’ll bridge the gap between customers and your organization through service blueprinting. Learn how to create an experience that is useful and desirable to the customer while efficient and effective for the business.

Who Should Attend

Any professional who wants to understand how people, places, and processes can be aligned to create an exceptional experience for the customer as well as the provider

What You'll Learn

01 Use service blueprinting
  • Broaden your understanding of your product or service
  • Align “frontstage” user needs with “backstage” employee experiences and/or processes
  • Create value for the customer that extends beyond the traditional touchpoints  
  • Link customer pain points to organizational shortcomings or redundancies
  • Identify opportunities for improvement
02 Understand service design and service blueprints
  • Service design compared to user and experience design
  • Front-stage needs and back-stage processes
  • The 5 principles of service design
03 Develop and deliver service blueprints
  • Service blueprints vs. experience mapping vs. journey mapping
  • The 6 phases of service blueprinting
  • Aligning business models to service design
  • The service lifecycle
  • Facilitating blueprinting workshops

This Course Includes

  • Group activities to practice your new skills
  • Hands-on exercises with feedback from the instructor
  • Example blueprints to show what works and doesn’t
  • Blueprint templates that can be immediately used back at work

Learn From Industry Experts

Why NN/g

What People Say About This Course

  • I feel confident about using service blueprinting in my practice after this course. A great, guided hands-on activity helped reinforce the material introduced during the course.

    Basia
    Caktus Group

  • As someone who knew very little about service blueprinting I came out of this course with the confidence to understand and conduct but also lead a service blueprinting project.

    Elliott
    Freelancer

  • This was really mind blowing, it helps me to begin to connect all the different points of the journey and change the way of viewing the whole process in order to improve the experience not only for the user but for all the service.

    Jose
    Almundo

  • The course opened my mind to think of new ways of mapping process in my organization, but considering first employees and customers. It's an easy and less intimidating way to convince conservative departments how important it is to understand context and user first.

    Marina
    Itau Unibanco

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Frequently Asked Questions

How will I get the link to the Zoom meeting for the course?

60 minutes before your course begins, your link will be available when you log into your NN/g profile.

Can I watch a recording of the course?

Virtual courses are live events that extend throughout the day and include many periods of interactive exercises. The learning experience cannot be replicated by simply watching recordings after the event. We will not be making course recordings, and making your own recordings is not permitted.

Will I be able to network and get to know other participants?

You'll join a Slack community for both course-related discussion and networking with fellow participants. You'll also be able to use the Slack workspace before, during, and after the event to maintain your connections. You'll be invited to join the Slack community the week before the event starts.

What equipment will I need to participate in NN/g live online courses?

You'll be streaming video and audio to your computer, and also speaking with other participants. Make sure you have:

  • A laptop or desktop (using a tablet is not recommended)
  • A stable high-speed internet connection
  • Speakers or headphones
  • A microphone
  • A webcam
Do I really need a microphone and webcam?

White it's possible to attend our virtual courses without your own webcam or microphone, you will not be able to fully participate in learning activities. Many of our courses use hands-on practice as the primary way of learning design and research techniques. You'll learn more during these activities if you can fully participate, and your collaboration partners can see and hear you. We also recommend using headphones.

Do I have to download any software?

All courses use Zoom and Hightail, a file-sharing service. Some courses require the use of Google Drive apps or Miro. All tools are free to use and do not require you to create an account, but you should ensure your device permissions allow you to access these tools.

  • Zoom is a video conferencing service. Our meetings follow security best practices, including passwords and waiting rooms. We recommend installing the Zoom app, which is free. If you are not able to install the Zoom software, you can also join through Chrome web browser. Test your access to Zoom.
  • Hightail will be used to share downloadable course materials (such as PDF copies of presentation slides). Test your access to Hightail. (If your network blocks you from access Hightail, during the event our conference team will be able to assist you with alternative ways to receive your course materials.
  • Google Drive apps are used for collaborative learning activities. If you are not able to use Google Docs or Sheets, you will be able to download copies of the activity materials, but may not be able to fully participate in group work. Test your access to Google Docs.
  • Miro is an online whiteboarding tool and is used for collaborative learning activities in some courses. You can download the Miro app or open a Miro link in your browser.
Will my internet connection be fast enough?

You will need a stable internet connection with a minimum of 3 Mbps (up and down) in order o participate in 
NN/g virtual courses. Ideally, a faster connection speed of 25 Mbps download and 5Mbps upload is recommended to ensure HD video and audio quality. If you are using a WIFI network, disconnect all other devices from that network to improve the streaming quality. Check your internet connection speed.

Can I join from my phone or tablet?

We do not recommend attending our classes from a small-screen device. Although you will be able to connect to the meeting, it will be difficult to see the detailed examples shared during class. It will also be extremely difficult to participate in collaborative exercises which require typing and interactive documents.