Test the service with people
Course overview · 4 min reading + 12 min practice, estimated
Principles and method
Walk through the blueprint using realistic fictional cases, including an accommodation request and an urgent change. Observe whether people can complete tasks and explain what happens next. Test internal operation and candidate experience together. Capture friction as an observed problem, not merely a preference for a different interface. Prioritise changes by severity, frequency and effort, then repeat the critical journey after changes. A service design should include an operating owner and review cadence so the blueprint stays aligned with daily work.
Worked example
A walkthrough reveals that an interview location change updates the ATS but not the candidate email. The fix connects the change event to a confirmation task and verifies the person received the new instructions.
Put it into practice
Run a tabletop walkthrough with two roles and record three observations and fixes.
Use fictional information and keep your work in your own notes.
Compare your approach: self-review guidance
Report what happened, why it matters and how the proposed fix will be verified. Include one communication check and one recovery check. A polished diagram alone is not evidence the service works.
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.