What is a Service Map workshop?
This workshop tactic gets you and your team to create a map of a service, allowing you to understand it better and identify opportunities for improving processes.
A service map communicates the front- and back-stage actors in a service. Understanding how all these actors interact with each other, and ultimately the customer, can reveal bottlenecks or areas for improvement.
How to run a Service Map workshop
1. Find a large surface and mark out space for four rows.
2. Customer: on sticky notes, write the steps your user takes in a typical scenario. For example: presses button, waits, enters elevator, avoids eye contact with other humans, etc.
3. Front stage: on the second row, write what visible things the user interacts with at each step of your service. For example: an elevator button, floor level indicator, the interior of the lift.
4. Back Stage: on the third row, for each step - write what happens behind the scenes that the customer doesn’t see. For example: an elevator descending.
5. Ideas: review the map with the group and identify opportunities to improve parts of the service. Capture these ideas on their own row at the bottom.
Tip: it can help to draw arrows to signify the flow of interaction between different layers.
Origin: G. Lynn Shostack, 1984