1. Find a large surface and mark out six rows.
2. Create the following six rows, and map out the steps in your service for each row.
Customer: actions taken in sequence by your customer in a typical scenario. E.g. presses button, waits, enters elevator, presses button, etc.
Front Stage: visible things the customer interacts with at each step of your service, e.g. an elevator button, floor level indicator.
Back Stage: what happens behind the scenes that the customer doesn’t see. E.g. an elevator descending.
Supporting Systems: the technologies or systems that are making the back stage actions possible. E.g. computer software, pulley system.
Ideas: write down ways of improving that part of the service.
Evidence: at the top, attach any photographs that evidence each step to help build a clearer picture of the process.
3. Draw arrows between rows to signify the flow of interaction.
4. Impact Effort Map your ideas to decide which to take forward.