Blackbook designs services that hold together from the user's first touchpoint to the last. We map the customer journey, find where the experience breaks, and build solutions that improve the entire flow — not just the screens the user sees.
AI is part of our research and analysis — from automated pattern recognition in user data to faster synthesis of qualitative insights.
The invisible is what matters most
Service design connecting user, business and technology
Most service problems are invisible to the people designing the screens. An onboarding that feels heavy is rarely a UI issue — it's a back-end flow that requires too many steps, involves too many systems, or asks questions the user can't answer yet.
We work in that layer. Service blueprints and journey maps make the invisible processes visible — so we can fix the real problem, not just the most obvious one.
From insight to action
Service design is not a report that ends in a drawer. We deliver concrete recommendations tied to touchpoints, systems and organisational decisions — and prototypes that can be tested before they're built.
We combine qualitative user research with quantitative data and business context, so the recommendations hold up in reality — not just in the workshop.
What we deliver: Service blueprints · Customer journey maps · Touchpoint analyses · User research · Workshops & co-creation · Service concepts & prototypes · Organisational design
For organisations that want to understand their users
We do our best work with fintech, healthcare, public digital services and B2B platforms — organisations where the customer journey crosses departments, systems and channels, and where better service doesn't just make users happy but reduces costs.
If you have a service to rethink or a customer journey to understand, let's talk about your project.
