Service Design Tools

System Map

A system map visually represents all actors involved in a service and their connections. It clarifies how materials, energy, information, money, and documents flow between them, revealing the service's overall structure.

Duration
2.5 hours
Group Size
6-10
Category
Service Design Tools
Difficulty
Easy
Participants will:

  • Understand service dynamics and detect gaps.

  • Visualize actors and components in service delivery.

  • Identify opportunities for improvement.

  • Clarify how service components connect.

  • Highlight values exchanged between actors.

  • Map flows of materials, energy, information, and money.

  • Enable a systemic perspective on service challenges.

  • Support strategic decision-making.

Participants will create a system map, visualize the system's structure, and establish a foundation for intervention. It's not always perfect on the first try; iteration is key.

  • Connect components in loops, ensuring both input and output.

  • Be specific about what flows between actors.

  • Include both formal and informal exchanges.

  • Consider different time scales (daily, seasonal, etc.).

  • Look for bottlenecks and redundancies.

  • Validate the map with people who work in the system.

  • Keep the level of detail appropriate for the purpose.

  • Use the map to identify intervention points.


  1. Identify all actors involved in the service.

  2. List the different types of flows between actors:


  • Materials and physical goods.

  • Energy and resources.

  • Information and data.

  • Money and financial value.

  • Documents and legal exchanges.


  1. Create a visual representation showing the actors.

  2. Draw connections showing links between actors.

  3. Label flows with specific exchange types.

  4. Ensure loops show input and output for each exchange.

  5. Identify gaps where flows break down.

  6. Highlight opportunities for optimization.

  7. Validate the map with service delivery teams.

  8. Use insights for service redesign.

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For Facilitators

  • Review participant profiles and expectations
  • Prepare all materials and supplies
  • Test technology and room setup

For Participants

  • Complete pre-session survey
  • Review background materials
  • Prepare examples or case studies

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  • Large format paper or digital canvas.

  • Colored pens and markers.

  • Sticky notes.

  • System mapping template.

  • Flow documentation materials.

  • Camera.

  • Digital system mapping tools.

  • Reference materials about current processes.

Unlock Materials Required

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  • Facilitator Guide (PDF)
  • Participant Workbook Template
  • Presentation Slides
  • Printable Materials

Unlock Resources & Templates

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