Service Design is a user-centered design technique where we map out the customer journey, then align the business's internal, "backstage" supporting processes to the customer's experience.

The result is a detailed Service Blueprint - a map that reveals gaps and pain points that can be addressed for big efficiency, cost, and revenue gains.

A service blueprint is an excellent way to align teams and make them aware of the larger context of their contributions to your organization's success. A Service Blueprint can drive the crucial conversations that drive real, positive change.

UX expert consultant Judy Cotter lays out the process, then walks participants through an example everyone can relate to - the grocery store experience.

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