Notes on Service Mapping
Jotting thoughts on repeatable processes for Service Mapping.
Start describing your organization and what it does, and simultaneously visualize each object.
- Service Maps can increase situational awareness within an organization (leading to better service delivery [and operations])
- A Service Map can be created in under an hour
- A Service Map is like software, insofar as they are never DONE - done, like your lawn is done being mowed
- Service Map can be updated by non-expert staff
- Service Map conventions allow users to leverage established symbols to depict and understand higher-order concepts
- Service Map can be made executable within compatible software systems
- Service Maps can be shared across organizations, and re-used to some extent
Thinking in Objects (the puzzle pieces)
- Identify the objects on the map. Each object has a boundary (represented by a oval-ish).
- Objects may be nested within another.
- Agency is an object.
- Department is an object.
- Division is an object.
- Bureau is an object.
- Person is an object.
- The Person's Responsibilities are Objects.
- The policies or laws that supports these Responsibilities are Objects (Documents) that contain other Objects (Clauses)
Relationships between objects (verbs, attributes)
- User1 passed Thing to User2
- System sends email to User
- User clicks email
- Web app validates user input
- User1 submits Claim
- User2 approves Claim
Generative and Concentrative Work (Double-diamond [WAVE] pattern)
- Some work is free-formed. Generative (or Creative) in nature.
- Some work is structured. Concentrative (or Administrative) in nature.
- A Person's work contains alternating aspects of both Generative and Concentrative work.
Thinking in Stories (scripting scenes from a play)
As a user I want to do something So I can realize some value
Thenthese conditions should occur
Over and over and over 🔁
Thinking in Animation (watching/observing scenes from a play)
- Think traffic flows (depicts capacity, throughput)
- Think live dashboards (data snapshots are a good start. would it be valuable to have more snapshots? higher-res or frequency snapshots?)
- Think Gource (many contributors contributing to single source, over time)
- Think Blender (single data-source, 3dimensional space, keyframe animations, many cameras [perspectives/resolutions]).
Thinking in Maps (an assembled puzzle)
Stakeholder agreement on scope and vision (are we putting together the same puzzle?)
Begin with the user
- What does the user need to accomplish his goal? Form? An authorization?
- Vertically: depict close to the user (in their line of sight) vs. far from the user (behind the scenes/on a server)
Tagscx, servicedesign, and maps