SERVICE DESIGN · STRATEGY
Seeing the whole service
Seeing the whole service
Seeing the whole service
Connecting customer needs, backstage processes and team decisions to find where change will matter most.
Connecting customer needs, backstage processes and team decisions to find where change will matter most.
Connecting customer needs, backstage processes and team decisions to find where change will matter most.
03 · SERVICE DESIGN · STRATEGY
03 · SERVICE DESIGN · STRATEGY
Turning an end-to-end journey into product direction
Turning an end-to-end journey into product direction
See the whole journey. Prioritize what matters.
PROBLEM TO SOLVE
Teams were focused on individual screens and product flows, making it difficult to see where customer problems crossed processes, systems and organizational boundaries.
MY ROLE
I led service-blueprinting workshops, mapped customer pain points alongside processes and dependencies, and translated what we learned into prioritized opportunities.
OUTCOME
The work shifted the conversation from isolated UX fixes to an end-to-end view and gave Product and Design clearer direction on where to focus next.
10
roadmap opportunities
Shared view
across teams + systems
Clearer
product direction
SERVICE DESIGN · STRATEGY
Turning an end-to-end journey into product direction
Blueprinting the end-to-end experience revealed 10 opportunities for the roadmap.
Turning an end-to-end journey into product direction
PROBLEM TO SOLVE
PROBLEM TO SOLVE
MY ROLE
MY ROLE
OUTCOME
OUTCOME
Teams were focused on individual screens and product flows, making it difficult to see where customer problems crossed processes, systems and organizational boundaries.
Teams were focused on individual screens and product flows, making it difficult to see where customer problems crossed processes, systems and organizational boundaries.
I led service-blueprinting workshops, mapped customer pain points alongside processes and dependencies, and translated what we learned into prioritized opportunities.
I led service-blueprinting workshops, mapped customer pain points alongside processes and dependencies, and translated what we learned into prioritized opportunities.
The work shifted the conversation from isolated UX fixes to an end-to-end view and gave Product and Design clearer direction on where to focus next.
The work shifted the conversation from isolated UX fixes to an end-to-end view and gave Product and Design clearer direction on where to focus next.
10
10
roadmap opportunities
roadmap opportunities
Shared view
Shared view
across teams + systems
across teams + systems
Clearer
Clearer
product direction
product direction
DETAILED VIEW
DETAILED VIEW
Want the full case study?
Want the full case study?
Want the full case study?
Download the detailed service-design case study with the end-to-end blueprint, workshop synthesis and prioritized opportunities.
Download the detailed service-design case study with the end-to-end blueprint, workshop synthesis and prioritized opportunities.
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Copyright © 2026 Glenn Teneycke Design - All Rights Reserved.
Copyright © 2026 Glenn Teneycke Design - All Rights Reserved.