Mapping of the operating flows that make up the entire operation of a service. It is used to visualize service actions, relationships, actors, inputs, outputs, touchpoints. It also puts the evidence between what is visible to the final users of a service and what instead remains invisible but equally crucial for the functioning of the system / service.
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Indications emerged from the DRLab experience for the use of the tool.
Instructions for using the template
1. Indicate the project title, or the experience that’s going to be described. Indicate the protagonist of all the scene that make up the experience of interacting with the service.
2. Indicate the main phases that make up the experience. Each phase or moment describes an interaction activity with an element that makes up the service. It is possible to describe each scene through textual description or with drawings or photographs. Complete all the steps necessary to describe the experience before continuing with the compilation of point 3.
3. Use words and/or images to describe the activities of the frontstage, i.e. those processes, activities and actions that are visible to the service user and brought to a conclusion by the service provider (e.g. the waiter that takes an order).
4. Use words and/or images to describe the activities of the backstage, i.e. those processes, activities and actions that are not visible to the service user but are brought to a conclusion by the service provider (e.g. the waiter who gives the order to the kitchen).
5. Indicate eventual supporting actions, i.e. all those activities that happen within the service system but are carried out by other parts of the organization or by external partners.
6. Identify the element that gives evidence and tangibility to the interaction that occurs at each stage of the experience.
N.B.Repeat points 3, 4, 5 and 6 for all of the phases.
N.B. The protagonist can be found from among the persona profiles, or can express features of a hypothetical user if more detailed data is not available.
Download the manual for using the tool. Inside you’ll find an introduction, instructions for completing it independently, some practical tips, the template (A3 format) and an example of how to fill it out. Here you can also download only the template in A3 and A1 formats.
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