Mapping for Service Design
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The document discusses participatory mapping techniques for service design. It provides examples of different types of maps used in service design like stakeholder maps and customer journey maps. It also discusses using a mapping toolkit with movable components for participatory mapping activities to better understand customer experiences and identify problems, strengths, and ideas. Participatory mapping is presented as a group process that can provide insights at different stages of a design project.
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Mapping for Service Design
- 1. Fredrik Sandberg PhD student Linnaeus University School of Design Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
- 2. • Short introduction to mapping • Some inspirational maps • Participatory mapping - tools and guidelines Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
- 3. Some thoughts that you can use in your mapping activities • • • • Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
- 4. • Be creative - Feel free to mix different styles, media and materials • • • Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
- 5. • Be creative - Feel free to mix different styles, media and materials • Involve people - Don’t be afraid to invite people, customers, clients, designers and other stakeholders in the mapping process • • Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
- 6. • Be creative - Feel free to mix different styles, media and materials • Involve people - Don’t be afraid to invite people, customers, clients, designers and other stakeholders in the mapping process • The space between things - The things that you don’t put on the map are important - And the distance between things on the map are also important • Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
- 7. • Be creative - Feel free to mix different styles, media and materials • Involve people - Don’t be afraid to invite people, customers, clients, designers and other stakeholders in the mapping process • The space between things - The things that you don’t put on the map are important - And the distance between things on the map are also important • Remember that mapping is an ongoing process - Reuse the maps during the entire project Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
- 8. Map Mapping Object/Artefact Process Start Middle End They can be used differently during the design process Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
- 9. Thoughts about mapping It is the conceptual glue, linking the tangible world of buildings, cities and landscapes with the intangible world of social networks and electronic com- munications. Janet Abrams and Peter Hall Mapping is a collective enabling enterprise, a creative act that describes and construct the space we live in, a project that reveals and realizes hidden po- tential. James Corner Mapping is a core aspect of what designers do. Janet Abrams and Peter Hall Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
- 10. Mapping in Service Design • Stakeholder Maps • Costumer Journey Maps • Expectation Maps • Customer Lifecycle Maps • Context mapping • Service ecology Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
- 11. Persona/ Service Provider Touch Point Persona/ Customer Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
- 12. Inspiration Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
- 13. Very often these mapping activities in Service Design are graphically inspired by information and computer systems Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
- 14. Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
- 15. But what happens if we go back to the beginning of Cartography? Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
- 16. Mapping invisible digital information flows Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
- 17. Combination of different mapping styles Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
- 18. GIGA MAPPING Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
- 19. Hand made thinking maps Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
- 20. Cognitive maps Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
- 21. Participatory mapping Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
- 22. This is how I have worked with participatory mapping Travel kit with different mapping tools Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
- 23. Participatory mapping is a group activity Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
- 24. Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
- 25. Film from mapping activity Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
- 26. Components in the tool kit - Field and frame - Activity cards - Actor cards - Problem cards - Strength cards - Dream cards - Ideas cards - Communication cards All components are moveable Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
- 27. How to use the toolkit - Create a field - It can be a blank field - It can be an existing map - It can be a hand drawing Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
- 28. - Create a frame Before During After Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
- 29. Actor Activity: Activity: Activity: Activity: PROBLEMS STRENGTHS Actor Activity: PROBLEMS Activity: PROBLEMS STRENGTHS Actor Activity: Activity: Idea Idea Before During After Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
- 30. Thank you Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013