Go Beyond the Interface with Service Blueprints
Your product launches. But reality is not cooperating.
You spend weeks perfecting that checkout flow. Stakeholders love it. Launch day: customer service doesn't know about the new process, operations are scrambling, and your beautiful UX is held together with digital duct tape.
The missing map
Service blueprints show where your customer journey meets operational reality. You wouldn't build a house without knowing where the plumbing goes, yet we launch digital products without mapping the operational pipes.
Concepts often live well and pretty in theory. In this masterclass, we want to make sure our blueprint is grounded in reality, when the CEO is breathing down our neck and complaints are rolling in.
We'll also be using AI to accelerate the process, so you spend less time on documentation and more time solving problems.
Learn from Amanda Salter and Shaza Hakim
10+ years fixing broken services, Dr. Amanda Salter doesn't just make pretty diagrams, she uses blueprints to untangle operational chaos in organisations where "it's complicated" is the standard answer.
That includes:
NHS Service Design - Mapped staff and data journeys across multiple departments, ensuring seamless healthcare delivery
Marks & Spencer Transformation - Blueprinted omnichannel retail experiences connecting online and offline touchpoints
Enterprise Training - Delivered structured training for Accenture, Tesco, and major consultancies
Amanda embeds "stealth coaching" in her trainings so you don't just get a blueprint, you get the capability to think in blueprints.
While Amanda maps the service ecosystem, Shaza makes your touchpoints resilient. For 20 years, she has designed and shaped critical touchpoints for mass services—e-wallets handling millions of transactions, RFID systems, physical-digital continuity in EV experiences, enterprise portals serving thousands of staff globally and is currently shaping digital government devices for Malaysia.
She designs for friction before it finds you—so you could build experiences that survive real-world chaos, not just look good in demos.
Together: the service blueprint that shows what should happen, and resilient touchpoint design that ensures it actually does.
What you'll build (not just learn)
By the end of this session, you'll have:
A complete service blueprint that you can actually use in your work. Built with our proven template, tested with a real business scenario.
The ability to spot problems before they explode - You'll see the gaps between departments, the handoffs that will break, the assumptions that will bite you.
A communication tool that actually works - Finally, a way to show your boss/client/stakeholder what needs to happen operationally for your brilliant idea to not become a disaster.
AI-accelerated blueprinting skills - We'll show you how to use AI for rapid storyboarding because it's 2025 and we're not drawing stick figures on whiteboards anymore.
⚡️Fair warning: 70% hands-on work. You'll leave with a blueprint you can use Monday morning.
For teams struggling with the implementation gap
Product managers with features that break when they touch other systems
CX leaders coordinating experiences across departments that don't talk
Digital transformation teams fighting legacy systems and old workflows
Designers and design leaders whose beautiful journeys fall apart across multiple touchpoints
Service blueprints force you to map operational dependencies, failure points and human handoffs that make or break your experience.
🇲🇾Stampede: Malaysia's premier practitioner-led training
Our trainers solve real problems for real companies every day.
Amanda flies in from the UK🇬🇧 where she's currently fixing someone's service design meltdown. Next month she'll be fixing another one.
Shaza smooths the kinks for Malaysian services you use everyday before they become customer pain points. And you know Shaza. She wants every team in Malaysia doing the same.
We bridge the gap between design education and what actually works.
Masterclass outline
9.00 am: Intro and welcome
9.15 am: Walkthrough example of completed blueprint, Q&A
9.45 am: Case/client/service intro
10.00 am: Break into small groups, hands-on work
10.30 am: Populate Front of House section (ie, customer journey) Including how to generate storyboard sketch images using gen AI
11.15 am: Break
11.30 am: Populate Back of House section (ie. people, data, technology, KPIs)
12.15 pm: Participant to present their work, Q&A
12.45 pm: Check learning outcomes and wrap up
Masterclass details
Date: 5 July 2025, Saturday
Time: 9.00am - 1.00pm
Venue: Kuala Lumpur (Nexagate, KL Eco City)
Capacity: 20 people (we intentionally keep this small for optimal learning)
Price: RM550 (Makers' attendee gets 10% off - check your email)
Unfortunately, since Amanda’s UK-based, we can’t make this HRDF claimable yet (boo). But right now, you're getting international expertise paired with Malaysia's leading practitioner—a combination that isn't available anywhere else locally.
What's included
Digital templates and toolkit
Light refreshments
Certificate for your LinkedIn flex
Register now!
Spots fill quickly. There aren't many people teaching practical service design in Malaysia who've actually used it to fix broken services.
Questions? Write to queenie@stampede-design.com
Ready to map what's really happening behind your interface?
Part of Stampede's practitioner-led training series. Closing the huge gap between what gets taught in courses and what actually works in real life.
About Stampede
Founded in 2006, Stampede is a strategic design and development company. We design and build user-centred experiences for digital products and services to thrive in a complex, accelerated world. https://stampede-design.com