Service landscape maps: seeing the bigger picture

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This is a service landscape map.

Service landscape maps depict the different stages users go through when accessing a service as connected blobs, with the activities they do as circles within those blobs. It also captures who the external users are – the end users of the service and those who act in their support – the things users do to achieve their goals, the teams of people who deliver the service and are granted some power or authority within the system, and supporting organisations that also have a role to play in meeting user needs.
Service landscape maps depict the different stages users go through when accessing a service as connected blobs, with the activities they do as circles within those blobs. It also captures who the external users are – the end users of the service and those who act in their support – the things users do to achieve their goals, the teams of people who deliver the service and are granted some power or authority within the system, and supporting organisations that also have a role to play in meeting user needs.

Services rarely, if ever, exist in a void. They exist within a context. A landscape.

Service landscape maps capture and illustrate that wider context and allow us to see the complexity at play, and to develop a better understanding of the user’s whole experience.

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About David O'Brien

I'm a service designer in Scottish Enterprise's unsurprisingly-named service design team. I've been involved in the web for over 20 years, one way or another.