explore · Strategy, Problem Solving · 90–180 min · 5-15 people · medium energy

Service Landscape Mapping

Service Landscape Mapping provides a holistic view of all services related to a user's need, from both the user's and the organization's perspective. This method helps identify overlaps, gaps, and dependencies, ensuring a coherent and user-centered service ecosystem.

When to use Service Landscape Mapping

Employ this method when needing to understand the broader context of a transaction, especially when multiple departments or agencies are involved in delivering a service.

What it solves

Fragmented services, inconsistent user experience, lack of coordination between departments

How to run Service Landscape Mapping, step by step

  1. Define the scope of the service landscape. (10 min)
  2. Identify all services related to the user's need. (30 min)
  3. Map the services from both the user's and the organization's perspective. (45 min)
  4. Identify overlaps, gaps, and dependencies. (30 min)
  5. Discuss opportunities for improvement and alignment. (30 min)

Materials needed

  • Large paper or whiteboard
  • Sticky notes (different colors for user and organization perspectives)
  • Markers
  • Timer

Facilitator tips

  • Encourage participants to consider both the user's and the organization's perspectives.
  • Use different colors to distinguish between different types of services or stakeholders.
  • Focus on identifying opportunities for collaboration and improvement.

Common pitfalls

  • Becoming overwhelmed by the complexity of the landscape.
  • Failing to consider the user's perspective adequately.

Variations

  • Value Stream Mapping to focus on the flow of value through the service ecosystem.
  • Stakeholder Mapping to identify key stakeholders and their relationships.

Running it online or hybrid

Use a digital whiteboard like Miro or Mural to create a shared, editable landscape. Ensure all participants have access and are comfortable using the tool.

What it produces

A visual map representing the entire service ecosystem, including user touchpoints, organizational responsibilities, and data flows.

Origin

Adapted from GOV.UK Service Manual, inspired by Ministry of Justice usage — source

Build a session around Service Landscape Mapping

METODIC places Service Landscape Mapping inside a complete, timed session plan — agenda, worksheets, facilitator guide and slides — matched to your group and goal.

Generate a session with Service Landscape Mapping · Try METODIC free