UX Design Lab
Discuss a project
  1. WhenCall us when.01 of 08: When. Call us when.
  2. OutcomesWhat is different when the work is done.02 of 08: Outcomes. What is different when the work is done.
  3. HelpsHow UXDL helps.03 of 08: Helps. How UXDL helps.
  4. ProofDe-risking a $900K build.04 of 08: Proof. De-risking a $900K build.
  5. EngagementScoped to the problem, not a package.05 of 08: Engagement. Scoped to the problem, not a package.
  6. PavelWho you work with.06 of 08: Pavel. Who you work with.
  7. RelatedNearby services.07 of 08: Related. Nearby services.
  8. ContactStart a conversation.08 of 08: Contact. Start a conversation.

Part of: Product & Service Design

Service Design

Improve service experiences

Map the people, systems, processes, and dependencies shaping an experience that no single interface owns.

Discuss the service problem

Call us when.

Start here when this is the situation in front of you.

  1. S/01

    One customer task crosses several departments.

  2. S/02

    Employees rely on manual workarounds.

  3. S/03

    Digital and human touchpoints conflict.

  4. S/04

    Ownership disappears between teams or systems.

What changes.

What is different when the work is done — things you can point to, not adjectives.

  1. Change 01

    Critical handoffs have visible ownership and dependencies.

  2. Change 02

    Manual workarounds are documented.

  3. Change 03

    Failure points are tied to the process or system creating them.

  4. Change 04

    Recommended interventions identify which workflow, team, or system needs change.

How UXDL helps.

What the engagement actually produces.

  1. 01

    Map the end-to-end journey.

  2. 02

    Trace frontstage and backstage activity.

  3. 03

    Identify dependencies and failure points.

  4. 04

    Design interventions across teams and systems.

Proof.

Comparable work, with its provenance stated.

Proof · SERVICE DESIGN · Service Design

De-risking a $900K build.

Context

Service blueprinting revealed that 42 of 45 identified pain points came from process. The proposed software project was stopped and replaced with an operational roadmap.

Provenance

Strategic product de-risking before build — measured during the engagement.Read the case: De-risking a $900K build. →
Client team at a workshop wall working through workflows, journey maps and a service blueprint.
FIG. 05.1Client team working through workflows, journey maps and the service blueprint that exposed where the service broke.

What changed

93%
OF IDENTIFIED ISSUES WERE NON-TECHNICAL
$900K+
UNNECESSARY SOFTWARE INVESTMENT AVOIDED
2 WEEKS
FROM BRIEF TO SHARED DIAGNOSIS

Business pattern

Large software investments carry unnecessary risk when the underlying service has never been mapped.

Pavel Bukengolts smiling and gesturing by a window overlooking a city skyline

Senior work stays senior.

You work directly with Pavel Bukengolts, UXDL founder and principal, on assessment, major decisions, and direction. Specialist collaborators join when the work requires additional expertise or capacity.

Recognition

  • ADPList 100

    Recognized among the top mentors on ADPList.

  • 2026 GNTC Tech Educator of the Year

    Finalist, Greater Nashville Technology Council.

  • UX Magazine contributor

    Published on product, accessibility and AI practice.

Map the journey far enough to see where the handoffs fail.

Bring the product, workflow, delivery problem, or decision. No polished brief required.

Prefer email? [email protected]

Project inquiry

All fields are required except timeline.