Flagship · eight weeks · cohort
Service Blueprint Studio
A facilitated studio for operations, CX, and product leads who will map one live Australian service end to end. You leave with a annotated blueprint, a risk register of broken handoffs, and a script to run the next map without us.
What you will be able to do
- Choose a journey that is painful enough to fund, not a showcase onboarding flow that already works.
- Pull evidence from tickets, call notes, and one site visit rather than from workshop opinion.
- Draw frontstage and backstage with wait times that finance will recognise as cost-to-serve.
- Facilitate a two-hour mapping session with people who did not attend this studio.
Modules
- Week 1 — The ugly pile. You arrive with exports. We teach sampling, not drowning. Limitation: we do not cleanse your CRM for you.
- Week 2 — Actors and artefacts. Who actually touches the file, including the contractor nobody invited to the last offsite.
- Week 3 — Time as the product. Queues, overnight batches, and the “we’ll get back to you” that has no owner.
- Week 4 — Frontstage / backstage. Drawing conventions that survive a photocopier and a sceptical COO.
- Week 5 — Failure and recovery. Where apology scripts collide with refunds, parts, and rostering.
- Week 6 — The funded change. Translating three leaks into a paper a board subcommittee can vote on.
- Week 7 — Facilitation drill. You run a shortened map with peers who will interrupt you.
- Week 8 — Handover. The artefact, the script, and a 90-day observation list. No software implementation.
Studio lead
Anika Voss spent twelve years in operations for a multi-site Australian insurer before joining Appworkpoint. She facilitates the studio in Murrah and on client sites. She does not teach Salesforce configuration, survey platforms, or chatbot vendors; those sit with your IT partners.
Fee (informational)
AUD 4,850 per participant for the eight-week cohort, excluding travel to Murrah if you attend in person. There is no online checkout. Invoices follow a fit conversation. See fee structure for retainers and diagnostics.
Questions we hear before week one
Do we need a CX team already?
No. The studio works when operations owns the journey. A lone “CX manager” with no access to tickets will stall in week 1.
Will we get a software tool?
No. That is a real limitation, not a humble-brag. We work on paper and in whatever wiki you already use. We will not implement a journey-mapping product or connect it to your data warehouse.
Can two people from the same organisation share a seat?
No. Two seats, two fees. Pairing is useful; sharing a login is not how facilitation works here.
What if our data is a mess?
Then week 1 will feel slow. Several alumni said that plainly. We still will not invent a clean dataset for you.
Notes from recent cohorts
“I wanted a template pack. What I got was a fight with our own complaint taxonomy. Useful, and not the brochure I had in my head.”
Helen K., Wollongong: the week-7 drill exposed that our “owner” field in the CRM was a free-text graveyard. We fixed that before drawing anything pretty.