What are some easy-to-use Service Design Tools...? Part 1

Map 2.001

Updated: In collaboration with the University of Auckland Business School, get 10% off the course fees for Service Design Thinking at checkout by using this code before the end of 2018: GRAEME10

The idea with a stakeholder map is that you can visually represent all of the various groups involved in a service. This might include organisations, staff, experts and others.

I got to this late. So the image above is one that I did retrospectively after I did the Service Design course at Auckland Uni. I’d already made a start on my project but it was still helpful. The context for me is education service provision.

What it made me realise, is that when I encounter difficulties it’s because the network of relationships in my field is complex. No kidding, right?

But this helped me realise that it’s a bit like an ecosystem. Which is a polite way of saying that it’s really like a swamp.

Here’s how I mapped my stakeholders:

I started with my project in the centre.
Then I listed all of the key organisations or types of organisations that I needed to work with or talk to.
Then around the outside, I added other influences.
Finally, I added questions that I needed to think about.

What I haven’t shown on here – that some people like to add – is arrows showing linkages and relationships between organisations and groups.

If I did it would start to look like a crazy wall very quickly.

The way I’m using this now is that if I need to, I can structure discussion or thinking around one or more aspects of what I’ve mapped. And at the same time hopefully not lose sight of the bigger picture (which sometimes has a habit of slipping away when you go down a particular rabbit hole).

Key to acronyms in case you read this far.