Skip to main content
MasarUX
01
ux-a04MasarUX ProAdvanced

Service Design and Complex Product Ecosystems

An advanced course in designing the whole service around a product, not just its screens: blueprinting a service across frontstage, backstage, and support processes, designing genuinely continuous omnichannel experiences across touchpoints and organizational silos, and prototyping and piloting service changes safely in complex, real-world organizations.

12 hours (approximately)3 Levels · 30 Lessons
02
Sign Up Now
03

By the end of this course you can blueprint a service honestly across its full frontstage, backstage, and support-process structure, design a genuinely continuous omnichannel experience with clear ownership of the seams between channels, and prototype, pilot, and safely scale a service change across a large, complex organization without losing what made it work.

01How to blueprint a service across its full structure, including what service design adds beyond a single product's screen, the anatomy of a service blueprint's frontstage, backstage, and support-process layers and the lines separating them, mapping a customer journey onto a blueprint's frontstage in real sequence, tracing the backstage actions that make a frontstage promise true, uncovering the support processes beneath backstage, identifying the specific failure points where a promise and a reality quietly diverge, blueprinting a service honestly as it actually runs today before attempting to redesign it, and using a completed blueprint to align stakeholders on one shared, accurate picture
02How to design genuinely continuous omnichannel experiences, including what omnichannel actually requires beyond simply being present on every channel, building an honest touchpoint inventory across every channel a customer might genuinely use, designing channel handoffs that preserve context, organizational silos as the real obstacle behind fragmented channels, designing deliberately for mid-journey channel switching, exactly what data should and should not follow a customer across channels, delivering consistent meaning in each channel's own appropriate format, and naming a specific journey owner accountable for the seams between channels
03How to prototype and pilot a service change safely, including why a whole service cannot be usability-tested the way a single screen can, service prototyping techniques such as rehearsal and role-play, Wizard-of-Oz backstage simulation, and desktop walkthroughs, piloting a change in a genuinely limited scope across location, segment, and time window, measuring a pilot honestly against pre-defined success and stop signals, earning real frontline buy-in before and during a pilot, rolling out a validated change without losing what made the pilot work, planning a concrete contingency for backstage failure, and institutionalizing a change so it survives after its original champions move on
04How to trace a single continuous transformation spanning rigorous blueprinting, genuine omnichannel continuity, and disciplined piloting together through a real, evolving airline's rebooking service from an honest blueprint to a safely scaled rollout
04

Curriculum

3 Levels · 30 Lessons

Assessment

Each Lesson may include a Quiz

Each Level may include an Exam

Completion requirements

Complete the available Lessons

Pass all configured Quizzes and Exams

Locked activities open only after their prerequisites are met

05
Course Skills5 Course Skills
Change Management
Omnichannel Design
Service Blueprinting
Service Design
Service Prototyping
06
Career Path relationship
UX ResearcherAgentic Experience Designer

Completed Course progress automatically counts toward the Career Path when this Course belongs to a Mission.

07
What You'll Gain
  • Builds directly on this curriculum's earlier advanced courses rather than repeating their ground
  • Every pattern is grounded in a concrete blueprint decision, channel design choice, or pilot signal, not abstract theory
  • Every lesson ends with a worked example you can practice on
  • Covers the full path from a single, unmapped service to a genuinely blueprinted, omnichannel, safely piloted, and institutionalized one
Who Is This Course For?
  • Advanced learners who have completed this curriculum's earlier advanced courses and are ready to design at the level of a whole service rather than a single product or interface
  • Service designers and product leads responsible for a service that spans multiple channels, teams, and backstage systems
  • Design and operations leads who need to pilot and roll out a service change safely across a large, complex organization
  • Anyone accountable for a customer experience that currently fragments between channels or between frontstage promises and backstage reality
Course Features
  • 30 short, focused lessons across 3 progressive levels
  • A graded quiz after every lesson and a 12-question exam per level
  • Three continuous worked examples (blueprinting a missed-connection rebooking service, redesigning it for omnichannel continuity, and a full course capstone spanning all three levels) for a fictional mid-size airline, Skyline Air, threaded through the closing lessons
  • Assumes prior advanced-level familiarity with UX practice — goes straight to whole-service blueprinting, omnichannel design, and safe piloting at organizational scale
08
Course Completion Certificate

Awarded after the Course's configured completion requirements are met.