Service Landscape Mapping
Service Landscape Mapping provides a holistic view of all services related to a user's need, from both the user's and the organization's perspective. This method helps identify overlaps, gaps, and dependencies, ensuring a coherent and user-centered service ecosystem.
Employ this method when needing to understand the broader context of a transaction, especially when multiple departments or agencies are involved in delivering a service.
Solves: Fragmented services, inconsistent user experience, lack of coordination between departments
- 1
Step 1: Define the scope of the service landscape. (10 min)
- 2
Step 2: Identify all services related to the user's need. (30 min)
- 3
Step 3: Map the services from both the user's and the organization's perspective. (45 min)
- 4
Step 4: Identify overlaps, gaps, and dependencies. (30 min)
- 5
Step 5: Discuss opportunities for improvement and alignment. (30 min)
- Encourage participants to consider both the user's and the organization's perspectives.
- Use different colors to distinguish between different types of services or stakeholders.
- Focus on identifying opportunities for collaboration and improvement.
- Value Stream Mapping to focus on the flow of value through the service ecosystem.
- Stakeholder Mapping to identify key stakeholders and their relationships.