Advanced Mapping of End-to-End Experiences: Moving beyond pain points

This is a hands-on workshop for seasoned service designers exploring how to make journey maps and service blueprints more strategic and actionable. By applying a jobs-to-be-done lens to end-to-end experiences, service designers can identify underserved needs, spot viable opportunities, and create solutions that will help customers get the job done better than today.


Robert Bau

Robert Bau is a creative strategist and thought leader in service innovation, branding and marketing with more than 15 years’ agency/consultancy experience in shaping customer expectations and experiences. Furthermore, Robert has designed and delivered cutting-edge courses, lectures and workshops at 10 design schools in five countries. Currently, Robert is a Senior Service Design Director at Fjord, design and innovation from Accenture Interactive.