Day 1: Service Principles and Journey Mapping

Service Design Principles

• Define what simplicity means to customer
• Connect clarity with better customer decisions
• Distinguish reliability from speed alone
• Evaluate a service using explicit principles

Service Journey Boundaries

• Define journey start/end events
• Clarify which service map will cover
• Separate main route from supporting cases
• Document journey scope before mapping begins

Touchpoints and Customer Emotion

• List interactions customers experience
• Record effort and emotion at point
• Identify one moment shaping overall impression
• Create an initial journey map

Day 2: Pain-Point Diagnosis and Service Blueprint

Reading Pain Points

• Distinguish delay from ambiguity or repetition
• Estimate customer effect of the problem
• Select one high-priority pain point
• Write a neutral problem statement

Connecting Journey with Operations

• Show what happens behind customer interaction
• Identify supporting teams and systems
• Expose a handoff causing information loss
• Build a simplified service blueprint

Diagnosing Friction Causes

• Gather evidence from comparable cases
• Test one plausible cause of breakdown
• Distinguish policy impact from execution practice
• Select a cause within improvement control

Day 3: Service Redesign and Testing

Improving the Touchpoint

• Reframe need as a design opportunity
• Generate options reducing effort or wait
• Select a solution fitting operating constraints
• Redraw the affected journey section

Piloting Service Improvement

• State hypothesis about the proposed improvement
• Choose users or cases for testing
• Collect evidence on comprehension and behavior
• Revise the solution using test results

Presenting the Improved Journey

• Compare current and future states
• Explain operating implications of the change
• Assign owner and first implementation action
• Present the improved journey for review

• Journey maps built from participant-selected services and customer situations
• Service blueprints connecting visible touchpoints with backstage delivery
• Cause-analysis exercises translating friction into focused improvement opportunities
• A small-scale test concluding with a revised customer journey map