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Six-week studio

Intermediate

Service systems in practice

Map one live service, test its weakest handoff, and present a case your team can act on.

Reserve a seat Open sample lesson

$480 once. Cancel before the first studio for a full refund.

Your route

Make progress visible

Every studio ends with an artifact, a critique, and one named next move.

Five milestones, one repair loop

  • 01Reviewed

    starting work

    Frame the service

    One-page service claim

    Choose one live service and write the claim the team needs to test.

    • 02Reviewed

      studio step

      Trace the handoff

      Seven-step actor map

      Map the seven moments where responsibility changes hands.

      • 03In studio

        evidence check

        Is the failure evidenced?

        Five-step recovery trace

        The trace must name the failed handoff, its owner, and the customer-facing response.

        • critique ready

          • CRThursday 18:00

            mentor handoff

            Mara reviews the trace

            Named next move

            A mentor checks that every recovery step has one owner and one observable result.

            • 04Next

              studio step

              Prototype the fix

              Working service script

              Turn the reviewed recovery path into a service script the team can rehearse.

              • 05Locked

                course outcome

                Present the case

                Recorded case review

                Show the evidence, the changed handoff, and the result in one ten-minute review.

        • revise evidence

          • REReturn

            studio step

            Repair the evidence

            Trace ready to retest

            Name the missing owner or replace the unsupported step before critique.

            Loop to evidence check: retest after the missing evidence is repaired

A learner frames a service, traces its handoffs, and tests one failure. Critique-ready work moves to a mentor; missing evidence loops back through repair before the test runs again.
Read the route as text

  1. Frame the service

    starting work · starts the trail

    One-page service claim

  2. Trace the handoff

    studio step · after Frame the service

    Seven-step actor map

  3. Is the failure evidenced?

    evidence check · after Trace the handoff

    Five-step recovery trace

  4. Mara reviews the trace

    mentor handoff · after Is the failure evidenced? via critique ready

    Named next move

  5. Prototype the fix

    studio step · after Mara reviews the trace

    Working service script

  6. Present the case

    course outcome · after Prototype the fix

    Recorded case review

  7. Repair the evidence

    studio step · after Is the failure evidenced? via revise evidence

    Trace ready to retest

Critique

Feedback stays attached

Mentors respond to the artifact, name the gap, and leave one next move.

“Name the person who owns recovery step four. The map becomes useful when the handoff is explicit.”
Mara BellService designerRecovery trace 03
“Keep the failed call in the sequence. It explains why the customer repeats their story.”
Noah OkoroResearch leadActor map 02

October studio

Bring one real problem

Start with a live service case and leave with a reviewed story your team can use.

Reserve a seat
  • $480 once
  • Two live studios weekly
  • Full refund before studio 1