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There are lots of different ways to map a service but there’s no one right way or one best map use. Clara Greo, service designer and design training lead, outlines 5 steps to get you started."> <meta name="twitter:image" content="https://services.blog.gov.uk/wp-content/uploads/sites/231/2020/08/Government-service-designers-mapping-together.jpg">  <title>Service mapping: a step by step guide – Services in government</title> <meta name='robots' content='max-image-preview:large' /> <style>img:is([sizes="auto" i], [sizes^="auto," i]) { contain-intrinsic-size: 3000px 1500px }</style> <link rel='dns-prefetch' href='//cc.cdn.civiccomputing.com' /> <link rel='dns-prefetch' href='//services.blog.gov.uk' /> <link rel="alternate" type="application/atom+xml" title="Services in government » Feed" href="https://services.blog.gov.uk/feed/" /> <link rel='stylesheet' id='wp-block-library-css' href='https://services.blog.gov.uk/wp-includes/css/dist/block-library/style.min.css?ver=6.7.2' type='text/css' media='all' /> <style id='co-authors-plus-coauthors-style-inline-css' type='text/css'> 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2.7-2.7-1.2-2.7-2.7-2.7z"></path> </svg> </a> </div> </div> </header> <div class="govuk-width-container"> <header class="header" aria-label="blog name"> <div class="govuk-grid-row"> <div class="govuk-grid-column-two-thirds"> <div class="blog-title govuk-heading-xl"> <span class="blog"><a href="https://www.blog.gov.uk/">Blog</a></span> <a href="https://services.blog.gov.uk">Services in government</a> </div> <div class="bottom blog-meta"> <dl> <dt>Organisations:</dt> <dd><a href="https://www.gov.uk/government/organisations/civil-service">Civil Service</a></dd> </dl> </div> </div> <div class="govuk-grid-column-one-third"> <div class="bottom search-container"> <form role="search" method="get" id="searchform" class="form-search" action="https://services.blog.gov.uk/"> <label class="govuk-label govuk-label--m" for="s">Search blog</label> <div class="search-input-wrapper"> <input enterkeyhint="search" title="Search" type="search" value="" name="s" id="s" class="search-query"> <input type="submit" id="searchsubmit" value="Search" class="btn"> </div> </form> </div> </div> </div> </header> <main id="content" class="govuk-grid-row" role="main"> <div class="govuk-grid-column-two-thirds main-content"> <article class="govuk-clearfix post-344 post type-post status-publish format-standard has-post-thumbnail hentry category-service-design category-tools-methods-and-techniques"> <div class="visible-print"> <p>https://services.blog.gov.uk/2020/09/01/service-mapping-a-step-by-step-guide/</p> </div> <header> <h1 class="govuk-heading-xl">Service mapping: a step by step guide</h1> <div class="govuk-body-s"> <span class="govuk-visually-hidden">Posted by: </span> <a href="https://services.blog.gov.uk/author/clara-greo-service-designer-and-design-training-lead-gds/" title="Posts by Clara Greo – former Service designer and design training lead, GDS" class="author url fn" rel="author">Clara Greo – former Service designer and design training lead, GDS</a>, <span class="govuk-visually-hidden">Posted on: </span><time class="updated" datetime="2020-09-01T08:00:11+01:00">1 September 2020</time> - <span class="govuk-visually-hidden">Categories: </span> <a href="https://services.blog.gov.uk/category/service-design/" rel="category tag">Service design</a>, <a href="https://services.blog.gov.uk/category/tools-methods-and-techniques/" rel="category tag">Tools, methods and techniques</a></div> </header> <div class="entry-content"> <p><a href="https://www.gov.uk/service-manual/design/map-a-users-whole-problem"><span style="font-weight: 400"><img fetchpriority="high" decoding="async" class="aligncenter size-large wp-image-349" src="https://services.blog.gov.uk/wp-content/uploads/sites/231/2020/08/Government-service-designers-mapping-together-620x413.jpg" alt="A group of 4 people standing around a table and mapping a service together; behind them on the wall are various types of service maps" width="620" height="413" srcset="https://services.blog.gov.uk/wp-content/uploads/sites/231/2020/08/Government-service-designers-mapping-together-620x413.jpg 620w, https://services.blog.gov.uk/wp-content/uploads/sites/231/2020/08/Government-service-designers-mapping-together-310x207.jpg 310w, https://services.blog.gov.uk/wp-content/uploads/sites/231/2020/08/Government-service-designers-mapping-together-768x512.jpg 768w, https://services.blog.gov.uk/wp-content/uploads/sites/231/2020/08/Government-service-designers-mapping-together-1536x1024.jpg 1536w, https://services.blog.gov.uk/wp-content/uploads/sites/231/2020/08/Government-service-designers-mapping-together-225x150.jpg 225w, https://services.blog.gov.uk/wp-content/uploads/sites/231/2020/08/Government-service-designers-mapping-together.jpg 2048w" sizes="(max-width: 620px) 100vw, 620px" />Mapping and understanding a user’s whole problem</span></a><span style="font-weight: 400"> is a fundamental part of making sure you build the right services for users. Understanding the wider journey a user is on helps teams zoom out to </span><a href="https://www.gov.uk/service-manual/service-standard/point-2-solve-a-whole-problem"><span style="font-weight: 400">the big picture</span></a><span style="font-weight: 400"> and into the detail they are currently working on. A map is one of the most common ways that teams can do this. </span></p> <p><span style="font-weight: 400">There is no one definition of what a map is. However, most maps are a visual representation of the relationships between data or ideas. In service design, maps usually include reference to users or people and they tell a story. </span></p> <p><span style="font-weight: 400">Teams will often start by making a </span><a href="https://designnotes.blog.gov.uk/2016/03/30/why-we-use-user-journey-maps-in-government/"><span style="font-weight: 400">user journey map</span></a><span style="font-weight: 400"> or </span><a href="https://www.gov.uk/service-manual/user-research/creating-an-experience-map"><span style="font-weight: 400">an experience map</span></a><span style="font-weight: 400">. Maps can evolve over time and take many different formats, as this </span><a href="https://mojdigital.blog.gov.uk/2014/06/19/mapping-services-for-the-ministry-of-justice/"><span style="font-weight: 400">great blog post from the Ministry of Justice (MoJ) describes</span></a><span style="font-weight: 400">. Other disciplines, like delivery management, </span><a href="https://www.gov.uk/service-manual/agile-delivery/developing-a-roadmap"><span style="font-weight: 400">also use maps</span></a><span style="font-weight: 400">. Some other types of maps that we often use in government are </span><a href="https://www.gov.uk/pay-leave-for-parents/y/visualise"><span style="font-weight: 400">screen flow diagrams</span></a><span style="font-weight: 400">, </span><a href="https://www.local.gov.uk/sites/default/files/documents/How%20to%20map%20stakeholders.pdf"><span style="font-weight: 400">stakeholder maps</span></a><span style="font-weight: 400">, </span><a href="https://www.nngroup.com/articles/service-blueprints-definition/"><span style="font-weight: 400">service blueprints</span></a><span style="font-weight: 400"> and service landscapes. </span></p> <p><span style="font-weight: 400">There are lots of different ways to map a service, and lots of different types of maps you could make. But the most important thing to know is that there’s no one map you must make, one right way to map, or one best map template to use. The best advice is to just try mapping and see how it goes. It doesn’t cost much to try making a map and throw it away if it isn’t helpful. Many maps end up bringing a huge amount of value to a team, service or area of work. </span></p> <p><span style="font-weight: 400">Here are 5 steps to get you started with mapping. Making a map is (usually) an iterative process. Once you reach step 5 below, you might want to start again at step 1. </span><a href="https://designnotes.blog.gov.uk/2020/05/13/how-designers-across-government-are-working-remotely/#blueprint"><span style="font-weight: 400">Creating a map works best as a co-creation activity</span></a><span style="font-weight: 400">, although you can do it on your own.</span></p> <p><span style="font-weight: 400">Step 1: Work out what you want the map to do </span></p> <p><span style="font-weight: 400">Step 2: Get an idea of what you’d like the map to look like</span></p> <p><span style="font-weight: 400">Step 3: Gather the resources you’ll need to create a first draft of the map</span></p> <p><span style="font-weight: 400">Step 4: Create a first draft of the map</span></p> <p><span style="font-weight: 400">Step 5: Decide what to do next with the map</span></p> <p><img decoding="async" class="aligncenter size-large wp-image-348" src="https://services.blog.gov.uk/wp-content/uploads/sites/231/2020/08/Planning-for-service-mapping-in-government-620x413.jpg" alt="A person has collected notes on mapping – including: how will it be used? Who is the map for? What do we need to map?" width="620" height="413" srcset="https://services.blog.gov.uk/wp-content/uploads/sites/231/2020/08/Planning-for-service-mapping-in-government-620x413.jpg 620w, https://services.blog.gov.uk/wp-content/uploads/sites/231/2020/08/Planning-for-service-mapping-in-government-310x207.jpg 310w, https://services.blog.gov.uk/wp-content/uploads/sites/231/2020/08/Planning-for-service-mapping-in-government-768x512.jpg 768w, https://services.blog.gov.uk/wp-content/uploads/sites/231/2020/08/Planning-for-service-mapping-in-government-1536x1024.jpg 1536w, https://services.blog.gov.uk/wp-content/uploads/sites/231/2020/08/Planning-for-service-mapping-in-government-225x150.jpg 225w, https://services.blog.gov.uk/wp-content/uploads/sites/231/2020/08/Planning-for-service-mapping-in-government.jpg 2048w" sizes="(max-width: 620px) 100vw, 620px" /></p> <p><span style="font-weight: 400">The photos in this blog post were taken at a 1-day service mapping practitioner-level training course run by Martin Jordan and myself. Thanks to all the attendees to that training course for all the insights and learning you shared with us, without which I could not have written this blog post.</span></p> <h2><b>Step 1: Work out what you want the map to do </b></h2> <h3><strong>Audience</strong></h3> <p><span style="font-weight: 400">Think about who you are making the map for. Some things you might consider are: </span></p> <ul> <li style="font-weight: 400"><span style="font-weight: 400">Is it just for yourself? </span></li> <li style="font-weight: 400"><span style="font-weight: 400">Is it for your team and wider organisation? </span></li> <li style="font-weight: 400"><span style="font-weight: 400">Is it for a particular stakeholder? </span></li> <li style="font-weight: 400"><span style="font-weight: 400">Is it for users or people outside your organisation?</span></li> <li style="font-weight: 400"><span style="font-weight: 400">Is it for use in a series of workshops? </span></li> </ul> <p><span style="font-weight: 400">Your answers to this question might change later.</span></p> <h3><strong>Purpose</strong></h3> <p><span style="font-weight: 400">Now work out what you want this map to do. Some questions might be:</span></p> <ul> <li style="font-weight: 400"><span style="font-weight: 400">What do you want the audience to use it for?</span></li> <li style="font-weight: 400"><span style="font-weight: 400">What message do you want them to take away from it?</span></li> <li style="font-weight: 400"><span style="font-weight: 400">What do you want them to do differently after having interacted with the map? </span></li> <li style="font-weight: 400"><span style="font-weight: 400">Do you want to map the current state or a possible future state? </span></li> <li style="font-weight: 400"><span style="font-weight: 400">What data do you have that you’d like to include on the map?</span></li> </ul> <p><span style="font-weight: 400">While you’re working out what you want the map to do, you might need to revisit the audience. For example, you might realised that you want to use the map to get technical architects to explain the constraints of a system, so you’ll need to include those people in your audience. </span></p> <h2><b>Step 2: Get an idea of what you’d like the map to look like</b></h2> <p><span style="font-weight: 400">Think about what kind of map would work for the audience and purpose you’ve identified in step 1. Some questions to consider:</span></p> <ul> <li style="font-weight: 400"><span style="font-weight: 400">What information does it need to convey? </span></li> <li style="font-weight: 400"><span style="font-weight: 400">What is the most important message you want people to remember from looking at the map?</span></li> <li style="font-weight: 400"><span style="font-weight: 400">What data do you want to capture on the map?</span></li> <li style="font-weight: 400"><span style="font-weight: 400">What mapping activity would best demonstrate your point? </span></li> </ul> <p><span style="font-weight: 400">You could draw a sketch of the map you’re imagining, or if you’re finding it hard to come up with ideas, ask colleagues or the cross-government design community for suggestions. Searching the internet or looking at books can also be a good source of inspiration.</span></p> <p><span style="font-weight: 400">There are lots of different ‘types’ of maps with specific names – try not to get too attached to particular types of maps or map templates. Decide what your map should look like based on your context, who the map is for and what you want it to do. </span></p> <p><span style="font-weight: 400">Again, it’s very common for what a map looks like to change over time as it evolves. </span></p> <p><span style="font-weight: 400">Think about what zoom level your map should be at – do you need a high level overview for people who are thinking strategically, do you want to connect people into the details of how something works </span><a href="https://gds.blog.gov.uk/2016/04/18/what-we-mean-by-service-design/#:~:text=from%20front%20to%20back%3A%20"><span style="font-weight: 400">front to back</span></a><span style="font-weight: 400">, or does your map need to allow people to zoom in and zoom out between different levels?</span></p> <p><img decoding="async" class="aligncenter size-large wp-image-350" src="https://services.blog.gov.uk/wp-content/uploads/sites/231/2020/08/Zoom-in-zoom-out-620x413.jpg" alt="A sheet of yellow-golden stickers saying zoom out, zoom in made for participants of service design training" width="620" height="413" srcset="https://services.blog.gov.uk/wp-content/uploads/sites/231/2020/08/Zoom-in-zoom-out-620x413.jpg 620w, https://services.blog.gov.uk/wp-content/uploads/sites/231/2020/08/Zoom-in-zoom-out-310x207.jpg 310w, https://services.blog.gov.uk/wp-content/uploads/sites/231/2020/08/Zoom-in-zoom-out-768x512.jpg 768w, https://services.blog.gov.uk/wp-content/uploads/sites/231/2020/08/Zoom-in-zoom-out-1536x1024.jpg 1536w, https://services.blog.gov.uk/wp-content/uploads/sites/231/2020/08/Zoom-in-zoom-out-2048x1366.jpg 2048w, https://services.blog.gov.uk/wp-content/uploads/sites/231/2020/08/Zoom-in-zoom-out-225x150.jpg 225w" sizes="(max-width: 620px) 100vw, 620px" /></p> <h2><b>Step 3: Gather the resources you’ll need to create a first draft of the map</b></h2> <h3><strong>Physical and digital resources</strong></h3> <p><span style="font-weight: 400">This could include booking rooms, inviting the right people, securing the wall space, and/or preparing the online tools. You’ll need to think about how big the map might be or what shape it might take. </span></p> <p><span style="font-weight: 400">If you’re making a map with other people in a physical space, you might need big pieces of paper (a roll of paper can be very useful), post-it notes, marker pens, masking tape and stickers. If you’re making a map for yourself, by yourself, it might mean finding a pencil and a scrap of paper. If you’re making a digital map, you need to choose what tool to use and make sure you have the license and access you need. </span></p> <h3><strong>Data</strong></h3> <p><span style="font-weight: 400">Collect the data that you’ll need to put on the map. This might mean doing some primary research or desk research yourself, or asking colleagues to bring or share existing data. </span></p> <h3><strong>The mapping activity</strong></h3> <p><span style="font-weight: 400">If you’re going to be creating the map collaboratively with a group of people you will need to create some materials to use with the group. You might need:</span></p> <ul> <li style="font-weight: 400"><span style="font-weight: 400">A presentation, posters, or a script to guide the activity</span></li> <li style="font-weight: 400"><span style="font-weight: 400">Something to help you explain what you’re doing and how and why it’s relevant for the participants</span></li> <li style="font-weight: 400"><span style="font-weight: 400">Instructions on how to fill in a template you’ve prepared</span></li> <li style="font-weight: 400"><span style="font-weight: 400">A print-out of the data to use when the map is being created</span></li> </ul> <h2><b>Step 4: Create a first draft of the map</b></h2> <p><span style="font-weight: 400">You might do this by yourself, with 1-2 colleagues or with a workshop of 15 people - it depends on your context. Just jump in and start, you can always iterate it or throw it away and try again. </span></p> <h2><b>Step 5: Decide what to do next with the map </b></h2> <p><span style="font-weight: 400">You should revisit the audience and purpose you decided on step 1 – are these still right or has the process of drafting the map changed how you’re thinking about it?</span></p> <p><span style="font-weight: 400">These are some of the things you might decide to do next with your map.</span></p> <h3><b>Collect more data for the map</b></h3> <p><span style="font-weight: 400">You could:</span></p> <ul> <li style="font-weight: 400"><span style="font-weight: 400">gather more data because you’ve identified gaps in your map</span></li> <li style="font-weight: 400"><span style="font-weight: 400">book another workshop because you ran out of time</span></li> <li style="font-weight: 400"><span style="font-weight: 400">book another workshop because you want to engage more or different people</span></li> </ul> <h3><b>Create a new version of the map for a different audience</b></h3> <p><span style="font-weight: 400">Be careful with this, because a lot of time can be lost to polishing a map. Make sure you know why and who you are doing this for. Beware of getting so attached to the map that it can’t be iterated or used. Beware of changing it into a format that can no longer be edited by other people. You could:</span></p> <ul> <li style="font-weight: 400"><span style="font-weight: 400">create a higher fidelity version of the map </span></li> <li style="font-weight: 400"><span style="font-weight: 400">create a digital version of the map so it can be shared</span></li> <li style="font-weight: 400"><span style="font-weight: 400">create a simplified version of the map (for example, a small slice of it or a more visual representation of it) for consumption by a particular audience or group of stakeholders</span></li> </ul> <h3><b>Stop using the map</b></h3> <p><span style="font-weight: 400">This is a good option that should always be considered. All maps reach the end of their usefulness at some point, and many maps are maintained beyond this point because people are attached to them or the process around them. You could:</span></p> <ul> <li style="font-weight: 400"><span style="font-weight: 400">completely change the type or format of the map because you’ve realised there’s a better way</span></li> <li style="font-weight: 400"><span style="font-weight: 400">decide to retire the map because it’s served its purpose or it didn’t work</span></li> </ul> <p><span style="font-weight: 400">That’s it! Get mapping! And let us know how you go in the comments or on the <a href="https://ukgovernmentdigital.slack.com/">#servicedesign channel of the cross-government Slack</a>.</span></p> </div> <div class="footer single"> </div> </article> <nav class="page-numbers-container page-navigation" aria-label="Pagination"> <div class="previous"> <a href="https://services.blog.gov.uk/2020/08/26/transforming-the-flood-service-responding-to-users/" rel="prev">Transforming the flood service: responding to users</a> </div> <div class="next"> <a href="https://services.blog.gov.uk/2020/10/12/service-demos-how-to-tell-the-story-of-your-service/" rel="next">Service demos: how to tell the story of your service</a> </div> </nav> <h2 class="govuk-visually-hidden">Sharing and comments</h2> <div class="icons-buttons"> <h3>Share this page</h3> <ul> <li> <a target="_blank" href="https://twitter.com/intent/tweet?original_referer&url=https%3A%2F%2Fservices.blog.gov.uk%2F2020%2F09%2F01%2Fservice-mapping-a-step-by-step-guide%2F&text=Service+mapping%3A+a+step+by+step+guide" class="twitter">Twitter</a> </li> <li> <a target="_blank" href="https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fservices.blog.gov.uk%2F2020%2F09%2F01%2Fservice-mapping-a-step-by-step-guide%2F" class="facebook">Facebook</a> </li> <li> <a target="_blank" href="https://www.linkedin.com/shareArticle?url=https%3A%2F%2Fservices.blog.gov.uk%2F2020%2F09%2F01%2Fservice-mapping-a-step-by-step-guide%2F" class="linkedin">LinkedIn</a> </li> <li> <a href="mailto:?subject=I wanted to share this post with you from Services in government&body=Service mapping: a step by step guide https://services.blog.gov.uk/2020/09/01/service-mapping-a-step-by-step-guide/" class="email">Email</a> </li> </ul> <div class="govuk-clearfix"></div> </div> </div> <div class="govuk-grid-column-one-third sidebar-contain"> <div class="sidebar"> <h2 class="govuk-heading-m govuk-visually-hidden">Related content and links</h2> <section class="widget about_widget"><h3>About this blog</h3><p>This blog is for people who are transforming services all across the public sector, from local to central government and from all professions. 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