Service Blueprinting

"Great, engaging content. Speaker was infectiously enthusiastic."

Shain Mcalindon, BT

"Alita was fantastic, explaining service blueprinting and running activities. Alita has a vast knowledge of this topic, and that keeps participants stay connected to the course."

Vikas Bhutani, Telstra Purple, Melbourne, Australia

"As usual, Sarah's course was extremely well managed and delivered with so much energy and practical exercises!"

Francois Amisse, Novup SAS

"This is a very practical technique especially as it can be done with a lot of internal research removing the budget and other barriers that can occur with B2B and Customer research. I can see many applications for my organisation."

Keryn Christiansen, Clubware, Auckland, New Zealand

"Great course with a lot of interaction in it. Sarah has such great energy and enthusiasm which makes the course really easy to follow. Its really learning by doing, and this course offers just that!"

Dirk, Accenture

"I've done service blueprints before in my career (using NN/g concept too), but I still found this course inspiring. Alita is very engaging, articulate and knowledgeable. The deck was very polished and comprehensive. I also love the fact that she made us introduce ourselves to the team before we started to collaborate throughout the day. I'm halfway in my journey in this conference, yet I still found hers one of the best ones to attend. I reckon the entire conference courses should adopt the ice-breaking approach. Very effective. Oh, last but not least, I love the appearance of Chai!!! It gave the course a personal touch and also refreshing towards the end of the day."

Nuranti Mandrini, Canberra, Australia

"I'm so pleased with this course. I definitely feel ready to put service blueprinting into action in my current work."

Liz Hamilton, Meridian Knowledge Solutions

"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 Ramirez, Almundo, Argentina

"Cannot wait to apply it with my company transformation, a lot of work to do but perfect for a lot of these. Sarah's class is great, enthusiastic."

Fiorella Matta, Belcorp

"Sarah took time clarifying vague parts of the subject. I love that she actually went around to spot difficulties during our hands-on exercises. She even provided professional insights to individuals."

Grace Steele, SSFCU

"Wow! The day flew by. Tons of great information to get me started."

Tom Wanek, Wizard of Ads

"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 Coulter, Caktus Group

"Just the right amount of presentation material. Perfect amount of interacting. Loved this class."

Wes Lewis, Booz Allen Hamilton

"Sarah convinced me we need to utilize service blueprinting at Alchemy."

Joey Brennan, Alchemy

"Really is a good class. Everything is very deep."

Vanina Napimoga, Almundo, Argentina

"What a perfect way to end an intense, amazing week at NN/g conference. Informative, engaging, and immensely useful content. I'll keep an eye open for Sarah presenting at future conferences! Thank you!"

Jeremy Hulette, Advanon AG

"I attended 11 courses so far and together with Journey Maps this is by far the best one because it is so well presented. Interactive, humorous, enthusiastic, addictive. Can't wait to implement service blueprinting at work."

Tristan, RBI

"Information dense but fast moving and practical."

David Bigsby

"Love Sarah. I changed my course to be in her class as her content and delivery is so thorough and unveils the drk arts of blueprinting / mapping."

Niki Knuszka, NikiShu Designs

"Great amount of interaction, paired with the right level of engagement. The first activity used as an ice breaker to make everyone get together in a group and identify a team was critical to make the group bond and work better. Well done!"

 

"An energetic and passionate presenter. This course gave me a hands-on understanding of how to blueprint once I'm back at my desk. Content is well organized and the setup is interactive."

 

"Great quality content. This is going to help me leverage and create a service blueprint framework for my organisation that enables our support and enrollment teams to create a human centric service."

Suganya Arthanareeswaran, Anglo American, Perth, Australia

"This is how all presentations should be. Interactive and enthusiastic."

Dimosthenes, Spreadshirt

"Sarah is highly engaging and knowledgeable of her craft. I would love to bring her in as a facilitator at my company!"

Marisha Bhalekar, DAT Solutions

"So good. Exactly what I needed and wanted. the blueprint creation in class was great. I really liked the facilitation tips, too. Great explanation and definition of service design."

Shaun Hartman, Exact Sciences

"Loved it! Excellent mix of interactive exercises and lecture to teach the essential and advanced aspects of service blueprinting. Highly recommend."

Michael Hunter, BD

"Perfect and engaging. Sarah masterfully guides a room through practical lessons, stories, and highly-relevant hands-on activities. We all walked away stronger facilitators with steps and the confidence and ability to immediately build service blueprints for our own company's products and service."

Kelly Alleen-Willems, C-SATS

"Practical guidance! I am leaving this class inspired to make a change at work!"

Monica Kumar, Genentech

"Thought this course was great at providing a structure for service blueprint thinking and focusing on easier definitions and slowly expending breadth of service blueprint."

Christian Bergstrom, Clover Network

"Very lovely course. The best course I have attended. I love the interaction, very bubbly and insightful instructor. I have learnt a lot from Therese."

Nigel Cheok, PUB, Singapore

"I have been doing design service blueprintings (or similar) for my previous & current companies. But, there's always something that I couldn't map out clearly. Therese answered & guided me on the blind spots that I have. This course is very good!"

Joreen Tay, MasterCard, Singapore

"Anyone who is working in UX should take this course. Focusing exclusively on the end user and not understanding the work of everyone who is involved in delivering their experience seems crazy now."

Dan Ladrapelle, Wayfair

"This course was really insightful. I appreciated Sarah's effort to make it applicable to all industries represented in the room."

Manisha Hossain, AWS

"I was very happy with this course. I really liked the format and the fact you got to apply theory to practice in the exercises."

Jesper Lauridsen, Royal Danish Library

"The only problem is that I now want to blueprint everything."

Jamie Holzhuter, WFFA

"Highly recommended course and Alita (Speaker) delivery of course is awesome. High standard of virtual conference and smooth in collaboration between teams even though its virtual. Also Kate K. (Moderator) plaid a helpful role to support Alita on Q&A to keep the Session going on."

Samath Aravinda, Sri Lanka

"This class helped me think beyond apps and the website and stay at the holistic level. Thank you!"

Jami Odell

"Therese really knows her stuff, and delivers it in such a straight-forward, consumable way. So memorable, and so useful."

Spencer Goldade, Benevity

"Very comprehensive material and instructor was excellent at delivering presentation and answering questions. Can't wait to create a service blueprint in future projects!"

Felicia Liang, Deloitte Digital

"Practical knowledge that I can apply at my company and have an immediate impact."

Leslie Bayford, Pleora Technologies

"Therese is a fantastic instructor. She keeps us inspired and engaged even when we are braindead on Day 5. She is so knowledgeable and helpful; I look forward to taking more courses from her."

Chelsey Schaffel, 2u.com Communcations

"I had always been curious about the actual and best practice in Service Blueprinting, and had always seen it being featured on the web. The course not only answered most of my pressing questions on the methods but also manage to uncover a lot of insights to avoid common pitfalls, especially working with multitude of stakeholders in a corporation."

Mervin, Madison Technologies, Kuala Lumpur, Malaysia

"It was a really great class! Also, I passed by a combo grocery store + restaurant that had failed (pre-COVID) and realized that I could now describe why it failed it rational terms, not just "their service was nuts! I had to wait at the one checkout stand while the grocery clerk did some b.s. in the produce department until he finally noticed me and came over". It was a satisfying moment to understand the front of house & back of house roles!"

Susan Strom, Knowledge Architecture, San Francisco

"This course was fantastic. A perfect balance of re-confirming old knowledge, learning new concepts, and breaking into using a new type of deliverable. Everything felt actionable or like there was support, comprehensible structure, or tangible tactics. 10/10, would go again."

Caden Williams, University of Oregon, Eugene, OR, USA

"I didn't know or have the need to create Service Blueprints previously, so i was a bit hesitant take this course. Now after completing it, blueprints are my favorite go-to tool to gain a wholesome understanding of our products/services and see all relevant perspectives. Course design, materials, and delivery is world-class. Highly recommended."

Abdulaziz Almohammadi, Saudi Payments, Riyadh, Saudi Arabia

"It extends the customer journey map to add dimensions that are often poorly considered, or not at all. It provides a simple yet deep framework that is easily understood by different functions and provides crucial context setting and alignment that can greatly reduce thrash and increase service quality."

Damian O'Malley, ServiceNow Inc., San Diego, California, USA

"This course was awesome! The speaker was great at explaining the material so that it makes sense. My favorite part was the collaborative assignments because it really solidified what she taught. I can't wait to bring this new skill back to my work."

Nicole Kina, Ford Motor Company, Dearborn, Michigan, USA

"It was a great course to introduce the concepts of Service Blueprinting and was structured in a way that you were able to immediately think of ways to incorporate it into your current work. I appreciated that additional effort beyond just education."

ServiceNow, San Diego, USA

"Alita did a great job breaking down the whole concept of service blueprint. Together with the exercises we made I already felt confident enough to do it myself when leaving the class."

Dilan Yuksel, Novozymes, Copenhagen, Denmark

"It's the most bearable course I've taken given the sitting in front of a computer for 7 hours! That's a genuine complement - very hard for me to stick it through. The content and delivery was very engaging. I can't wait to make my first blueprint."

Shanice Stewart, UserTesting, Atlanta

"Take it. I liked the examples provided, and the activities helped to clarify the process of creating a Service Blueprint."

Joe Sharpe, Leidos, Orlando

"Regardless of the level of knowledge, you might have in Service Blueprints, this course is a great opportunity to go deep into the concept and listen to interesting cases and real experiences to be successful in your organization."

Sandra Merino, Univision Communications Inc., Miami, USA

"This was an excellent course. I have a much better understanding of the concrete steps I need to take to blueprint services at my organization. I can't wait to put this method to the test!"

Dan Miloch, Auto-Owners Insurance Company, Lansing, Michigan USA

"Highly recommend this course and Alita as an instructor. She was incredibly knowledgeable, attentive to participant questions and easy to follow."

Erick Pfleiderer, SiriusXM, Washington DC, USA

"I can't say enough great things, I was worried about service blueprinting going into this course, but by the end feel like I will be able to put this into practice!"

Kara Kemahli, Ad Hoc, LLC, Baltimore

"Do it! Brilliant introduction to the topic."

Tom Scott, Office for National Statistics, Winchester UK

"The break-out sessions help to put some of the theory into practice. This is one of the best ways for your learning to be embedded."

Beverly Peeling, Kimberly-Clark Professional, Surrey, UK

"Definitely do it. It helped me have a clear understanding of what a blueprint does, when do use it and how to build one. Liked everything about the course."

Vivienne, Palo-IT, Sydney, Australia

"Blueprinting dives you in the artifact, but also involves you in Service Design and how to think for it. Amazing course. Totally recommended."

Regalado Montoya, Santiago, Chile

"Sarah is an outstanding instructor - she's personable and her courses are well structured with the right mix of tools and instruction + learning by doing. Would highly recommend this course to everyone."

Premika Posaw, GovTech, Singapore

"Excellent speaker with first-hand knowledge and experience. It has all the information to get you started on service blueprinting in your own organization."

Jeff Mah, Maximus Canada, Victoria, BC, Canada

"This course is great for people who are starting to do service design as it provides the key building blocks you need. I am from a CX strategy background and started doing service design in response to business needs, and I found this course helpful as it reinforced and validated what I have been doing, it provided more structure, tools and resources that will help me do what I do better. This is my 2nd course with Sarah and she is a great trainer."

Evie, NCS Pte Ltd, Singapore

"An excellent course for wrapping your head around the benefits of service mapping and the role it can play in your own UX projects."

Nathan Cocks, Tundra, Melbourne, Australia

"It is very important to look holistically at the service you are providing and avoid working in silos in your organization. This course gave me some great learnings on how to view the scope from a customer and employee pov in a holistic way. Now I can identify where the true problems, and opportunities are, and focus on the right thing."

Linnea Olsson, Gothenburg, Sweden

"Just do it, whether you are new to service design or have been doing it a while, sometimes it's good to take a step back, refresh on why you love this work and why you are doing it in the first place. Also, there are great colleagues to learn from and with for a few hours. it's a comfortable and safe place to bring that curiosity and ask the "stupid" (no such thing) questions. it's empowering to go through and the time goes by so fast. I feel like I have a language, a framework, some steps, and tools I can use as I go into my new role. Thank you!"

Sara G, Boston, MA USA

"It will make you feel a lot more confident in your knowledge of service design and service blueprinting."

Priyanca D'Souza, Companies House, Bristol, UK

"I'd say definitely register, even if you've done a blueprint before. I love how it focused on everything you have to have before you even *begin* a blueprint. I feel like in other trainings people focus on the output or the main artifact, but if you don't do all the legwork ahead of time, you won't have a meaningful and useful blueprint. I also loved the evaluation rubric."

Vera Kan, Intuit, Plano, TX (US)

"Great course, great instructor. I hadn't used much of service blueprinting in particular in my work contexts, but will now try to implement them in my UX projects."

Marcel Schwahn, BLUPRNT GmbH, Offenbach, Germany

"Service blueprinting has become integral to the success of our organization and the projects we take on. It helps us manage deep complexity, enabling us to solve our clients' toughest challenges. This course provides a very thoughtful entry into leveraging service blueprints and tangible activities for incorporating them into your process. The course did a great job of affirming my understanding of service blueprints and provided concrete opportunities for improvement."

Andrew Bromwell, ZoCo Design, Columbus, OH

"This class is perfect for strategists who have completed journey maps and are wondering "what next?"."

Pamela Levy, AHIMA, Chicago

"Service Blueprints are one of the most valuable tools in UX design and having the knowledge to do this well is a must have for any UX Designer. In this class Therese leads you through the theory and practice, providing you with the confidence and skill to lead your teams in creating a better experience for your customers."

Christopher Butler, Accenture, Stavanger, Norway

"The course provided a great foundation for service blueprinting. I knew about this practice going into the course, but didn't give it a lot of attention on my own. It was nice to get coaching and best practices from NNG. Now, it's time to put it to the test!"

Liz Magura, University of Phoenix, Phoenix, Arizona

"Amazing hands-on course on service blueprinting. Sarah is a great presenter, very passionate about the topic."

Kristina Malikova, Lighting Beetle, Bratislava, Slovakia