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.
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