225-slide PowerPoint, PDF
$89.00
$89.00 | 225-slides + supplemental tools | Best for: Product managers and facilitators running design-thinking workshops to teach Empathize→Test methods and prototype exercises
EDITOR'S REVIEW
This deck stands out by grounding Design Thinking in the Stanford d.school framework and anchoring it with real-world case studies from Apple and Singapore Airlines, avoiding a purely theoretical treatment. It includes tangible workshop assets such as a Wallet Design Exercise and printable posters, along with templates for the Empathize, Define, Ideate, Prototype, and Test phases. It’s particularly useful in classroom or corporate training contexts where teams practice the full Empathize–Test cycle, from user empathy to prototyping and evaluation. [Learn more]
1-page PDF document, ZIP
$25.00
$25.00 | 1-pages + supplemental tools | Best for: Workshop facilitators and innovation teams teaching the Stanford five-step design thinking process in trainings
EDITOR'S REVIEW
This poster stands out by distilling the Stanford Design Thinking five-step process into a clear, hands-on visual guide that doubles as a practical training aid. Notably, the package includes 2 alternate poster versions in a ZIP for session flexibility. It will be particularly useful for facilitators and innovation teams running design thinking trainings who need a portable reference to structure activities and spark ideation during workshops. [Learn more]
$45.00 | Excel workbook | Best for: ITSM managers and service design leads assessing maturity and benchmarking Service Design processes across teams
EDITOR'S REVIEW
This spreadsheet-based assessment stands out by packing approximately 400 questions into a PMF-aligned evaluation of IT service design across eight domains. It uses maturity levels 1 through 5 (with a 3+ Deployed tier) and provides a scoring table and a question counter to keep the evaluation clear and actionable. This toolkit is most useful to ITSM managers and service design leads who need cross-team benchmarking and a structured path to continual improvement in service design processes. [Learn more]
32-slide PowerPoint
$29.00
$29.00 | 32-slides | Best for: Service design and operations leads running workshops to map customer journeys and identify failure points
EDITOR'S REVIEW
This deck distinguishes itself by pairing a seven-step Service Blueprint methodology with a clear lines-of-visibility framework, moving beyond a static diagram into a practical workshop playbook. It ships with a ready-to-use Service Blueprint template, a checklist for identifying customer actions and touchpoints, and an example completed blueprint to show how the components fit together. It is especially useful for service design teams and operations leaders who run cross-functional workshops to map journeys and surface failure points, helping them align internal processes with customer needs. [Learn more]
23-slide PowerPoint
$29.00
$29.00 | 23-slides | Best for: Product managers running five-day, cross-functional sprints to validate concepts and build rapid prototypes
EDITOR'S REVIEW
This deck distills Google's Design Sprint into a structured, five-phase workshop that emphasizes rapid validation over extended deliberation. It ships with practical slide templates for user journey maps and storyboards, giving teams ready-made artifacts to guide each phase. It's especially valuable for cross-functional teams launching new products or features who need a fast, testable prototype within a five-day window. [Learn more]
25-slide PowerPoint
$29.00
$29.00 | 25-slides | Best for: Executives and integration leads aligning service strategy with digital transformation and CX personalization
EDITOR'S REVIEW
This deck distinguishes itself by pairing a Service 4.0 framework with ready-to-use workshop templates and tools, anchoring 4IR-driven service innovation in actionable steps. It includes concrete workshop agendas (60-minute overview, 90-minute CX personalization, 60-minute service-delivery simplification) and templates for immediate application, not just theory. It is particularly valuable for executives shaping service strategy and integration leads coordinating digital transformation who need a practical playbook to align initiatives with customer experience goals. [Learn more]
24-slide PowerPoint
$29.00
$29.00 | 24-slides | Best for: Design and product leaders building executive presentations and governance for customer-centered transformation
EDITOR'S REVIEW
This deck distinguishes itself by anchoring customer experience in a design-driven culture and showing how cross-functional teams can stay aligned through structured governance, including the Braided Design Model and the Four Wall Approach. It stresses rapid prototyping and MVP-driven iteration within agile practices and recommends appointing a Chief Design Lead to champion customer advocacy across product, design, and technology. This makes it particularly valuable for design and product leaders guiding customer-centric transformations that require robust collaboration across departments. [Learn more]
29-slide PowerPoint
$29.00
$29.00 | 29-slides | Best for: Executives and marketing leaders redesigning value propositions and co-creation practices during strategy sessions or workshops
EDITOR'S REVIEW
This deck stands out by presenting SDL as an actionable framework built on 11 foundational premises, with 5 axioms that anchor how service becomes the basis of exchange and value is co-created by multiple actors. It includes practical deliverables such as a premises overview template, a value-co-creation framework, a SDL-vs-GDL comparison, and slide design templates for SDL presentations. This resource is well-suited for executives and marketing leaders guiding strategy sessions or workshops that aim to shift from product-centric to service-centric value propositions and co-creation practices, especially when integrating cross-functional input and training teams. [Learn more]
29-slide PowerPoint
$29.00
$29.00 | 29-slides | Best for: Service quality managers running RATER-based gap analyses, training workshops, and stakeholder presentations
EDITOR'S REVIEW
This deck stands out by pairing the RATER framework with practical gap-analysis context and a nod to SERVQUAL, making it more actionable than a pure framework overview. It includes concrete tools such as slide templates for client presentations and a built-in discussion on the gap analysis of customer expectations versus experience. It’s particularly useful for service quality teams conducting gap analyses and creating stakeholder briefs to guide improvement initiatives. [Learn more]
Service Blueprinting and Touchpoint Orchestration
A service blueprint maps the customer journey alongside backstage processes that enable that journey. While customers interact with front-line staff and technology, invisible processes support those interactions. A hotel guest sees clean rooms and friendly staff but does not see housekeeping operations or supply chain management. Service blueprints reveal these hidden layers so leaders understand system interdependencies. When housekeeping operates independently from customer feedback, quality suffers. When procurement delays spare parts, service speed deteriorates. Blueprints expose these connections. Service blueprint templates available on Flevy help teams visualize these complex orchestrations and identify improvement opportunities.
Orchestrating touchpoints means synchronizing across channels and departments. A banking customer who experiences excellent digital onboarding should receive equally smooth experiences when visiting a branch or calling customer service. Service design defines the required consistency and identifies where integration failures occur. This prevents the common problem where different channels promise incompatible experiences.
Service Ecosystem and Stakeholder Alignment
Modern services involve multiple stakeholders beyond the customer. Partners, vendors, and other organizations all play roles. A telecommunications company's service depends on infrastructure providers, equipment manufacturers, and regulatory compliance partners. Service design considers how all parties contribute to customer value. When partners operate without alignment, service suffers. When incentives misalign, shortcuts damage customer outcomes. Effective service design engages stakeholders early. Co-creation with partners ensures that service improvements translate across organizational boundaries. Joint SLAs clarify accountability. Shared metrics align incentives toward customer outcomes. Governance frameworks and stakeholder alignment templates on Flevy help organizations orchestrate the entire ecosystem toward customer success rather than optimizing individual functions. This systemic approach distinguishes market-leading service providers from commodity alternatives.
David Tang, New York
Strategy & Operations, Digital Transformation, Management Consulting
The editorial content of this page was overseen by David Tang. David is the CEO and Founder of Flevy. Prior to Flevy, David worked as a management consultant for 8 years, where he served clients in North America, EMEA, and APAC. He graduated from Cornell with a BS in Electrical Engineering and MEng in Management.
Last updated: October 12, 2026
PowerPoint (29)
Excel (7)
PDF (4)
