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Workshop Tactics

Service Map

Service Map

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.

Service Map

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.

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Is your team missing this decision-making system?

When you pull out Workshop Tactics from your bag - you'll have the power to guide your team to make the right move. 

The Workshop Strategy system helps you choose the right tactic, so you can literally hand your team the answer on a card.

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