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Practice the real thing

Build one service case through 12 studios, 5 critiques, and a final review you can show.

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Cancel before the first studio for a full refund.

Hands arranging a blank service journey with wooden tokens on a sage studio table

Service systems in practice

Week 3 of 6

On track
  • 02Reviewed

    studio step

    Trace the handoff

    Seven-step actor map

    • 03In studio

      evidence check

      Is the failure evidenced?

      Five-step recovery trace

      Next handoff

      Submit your five-step recovery trace by Thursday, 22 Oct at 18:00 UTC.

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 at 18:00 UTC

            mentor handoff

            Mara Bell 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 Bell reviews the trace

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

    Named next move

  5. Prototype the fix

    studio step · after Mara Bell 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

Three courses

Choose the work

Each course starts with your case and ends with a review you can reuse.

Blank service map connected with green thread and wooden tokensIntermediate

Service systems in practice

Turn one live service problem into a reviewed case.

6 weeks

Blank research cards and an audio recorder on a sage worktableFoundation

Research that changes decisions

Plan, run, and synthesize a study with a real team.

4 weeks

Empty facilitation circle with blank boards and a speaking tokenAdvanced

Facilitation under pressure

Lead one tense decision without losing the room.

3 weeks

October cohort

Know the commitment

Cohort opens
7 October
Studios
Tue + Thu
Cohort
24 learners
Refund
Before studio 1

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 cohort

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
  • 12 live studios
  • Full refund before studio 1