Service Mapping

July 06, 2010

To map services requires a set of distinctions out of which maps are going to be build. Geographical maps are build based in share conventional distinctions such as latitude and longitude, curves of level, and color coding among many others. Good powerful maps are based in sharp distinctions that allows us to observe, assess and take relevant actions. Here there is a collection of service mapping intents. Many of them are based in symbolizing "things" people encounter when experiencing a particular service on ad hoc bases. They also provide a larger context  - a service process- in which it is possible to appreciate  how customer's experience of the service takes place and how one particular event may be related to a previous one. There is a more structured set of distinctions to map services, such of those used by New Scale or Vision Consulting. These approaches have two main advantages. First, they allows to track specific actions that are delivering value to customer. Second, they map critical roles that are both, the source of stability for the process and the possibility for change and innovation.


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