The document discusses participatory mapping techniques for service design. It provides examples of different types of maps used in service design like stakeholder maps and customer journey maps. It also discusses using a mapping toolkit with movable components for participatory mapping activities to better understand customer experiences and identify problems, strengths, and ideas. Participatory mapping is presented as a group process that can provide insights at different stages of a design project.
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Mapping presentation Fredrik Sandberg
1. Fredrik Sandberg
PhD student
Linnaeus University
School of Design
Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
2. • Short introduction to mapping
• Some inspirational maps
• Participatory mapping - tools and guidelines
Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
3. Some thoughts that you can use in your mapping activities
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Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
4. • Be creative
- Feel free to mix different styles, media and materials
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Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
5. • Be creative
- Feel free to mix different styles, media and materials
• Involve people
- Don’t be afraid to invite people, customers, clients, designers and other
stakeholders in the mapping process
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Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
6. • Be creative
- Feel free to mix different styles, media and materials
• Involve people
- Don’t be afraid to invite people, customers, clients, designers and other
stakeholders in the mapping process
• The space between things
- The things that you don’t put on the map are important
- And the distance between things on the map are also important
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Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
7. • Be creative
- Feel free to mix different styles, media and materials
• Involve people
- Don’t be afraid to invite people, customers, clients, designers and other
stakeholders in the mapping process
• The space between things
- The things that you don’t put on the map are important
- And the distance between things on the map are also important
• Remember that mapping is an ongoing process
- Reuse the maps during the entire project
Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
8. Map Mapping
Object/Artefact Process
Start Middle End
They can be used differently during the design process
Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
9. Thoughts about mapping
It is the conceptual glue, linking the tangible world of buildings, cities and
landscapes with the intangible world of social networks and electronic com-
munications.
Janet Abrams and Peter Hall
Mapping is a collective enabling enterprise, a creative act that describes and
construct the space we live in, a project that reveals and realizes hidden po-
tential.
James Corner
Mapping is a core aspect of what designers do.
Janet Abrams and Peter Hall
Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
10. Mapping in Service Design
• Stakeholder Maps
• Costumer Journey Maps
• Expectation Maps
• Customer Lifecycle Maps
• Context mapping
• Service ecology
Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
11. Persona/ Service Provider
Touch Point
Persona/ Customer
Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
13. Very often these mapping activities in Service Design
are graphically inspired by information and computer
systems
Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
22. This is how I have worked with participatory mapping
Travel kit with different mapping tools
Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
23. Participatory mapping is a group activity
Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
25. Film from mapping activity
Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
26. Components in the tool kit
- Field and frame
- Activity cards
- Actor cards
- Problem cards
- Strength cards
- Dream cards
- Ideas cards
- Communication cards
All components are moveable
Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
27. How to use the toolkit
- Create a field
- It can be a blank field
- It can be an existing map
- It can be a hand drawing
Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
28. - Create a frame
Before During After
Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013
29. Actor Activity: Activity: Activity: Activity:
PROBLEMS
STRENGTHS
Actor Activity:
PROBLEMS Activity:
PROBLEMS
STRENGTHS
Actor Activity: Activity:
Idea Idea
Before During After
Fredrik Sandberg 2013 Global Service Jam 1 -3 mars 2013