Map the experience and the work
Course overview · 4 min reading + 12 min practice, estimated
Principles and method
A process diagram describes steps; a service blueprint connects those steps to the experience people receive. Map what candidates and clients see, what staff do behind the scenes and which systems support the work. Start with a specific journey, such as application to first decision. Include waiting, repeated requests and uncertainty. Gather observations from people who use the process rather than assuming the official procedure describes reality. Highlight points where a person needs information to make a choice. A faster internal process can still feel worse if candidates lose visibility.
Worked example
A fictional applicant uploads a CV, repeats its content in a form and waits without a timeframe. The internal team sees a complete record; the applicant experiences duplicated effort and silence. The blueprint identifies both data collection and communication changes.
Put it into practice
Map five touchpoints for application to first interview, with visible and backstage work.
Use fictional information and keep your work in your own notes.
Compare your approach: self-review guidance
Include confirmation, review, questions, scheduling and preparation. At each point state what the candidate knows, who acts and what can fail. Do not omit waiting periods because nobody is actively working.
Sources and further reading
Original Academy teaching and fictional examples. These references provide context, not endorsement. Edition 2026.09; updated 2026-09-24.
- CIPD: Recruitment
Professional context for the recruitment lifecycle.