Customer Journey & Service Blueprint Workshop

Embark on a journey and experience your products and services from the perspectives of your customers. With these insights, design touchpoints and marketing campaigns even more effectively. Anticipate problems and develop strategies to handle them or to avoid them altogether. Optimize the process of your customers for smooth experiences that will be remembered and passed on.

Customer Journey Map

Customer Journey Map

Consider actions of a typical user, a so-called persona, before, during, and after using your service. Outline which touchpoints users have with your organization. Identify critical moments and investigate the emotional journey of your customers.

Service Blueprint

Service Blueprint

Confront the Customer Journey with your internal processes. Outline in a Service Blueprint what you and external agents need to perform backstage for a positive customer experience. Use the blueprint to optimize processes and to train your employees.


  • Preliminary discussion
  • Planning and realization of the workshop
  • Provision of prototyping materials
  • By request arranging for a location and catering
  • Documentation and follow-up

Target groups

  • Managing Directors
  • Innovation and Business Development Managers
  • Product Managers
  • Marketing Managers
  • Founders

Contact me if you'd like to test Customer Journey Maps and Service Blueprints as new methods in your organization.

Katrin Mathis, Customer Journey and Service Blueprint facilitator based in Freiburg, Germany

Katrin Mathis
MBA in Service Innovation & Design, has worked as a consultant for digital services for over 10 years. With a lot of empathy, she designs solutions with added value.