Service ecosystem map

Prep time:

1–2 hours

Run time:

1.25 hours

People:

5-10 (inc. 1 facilitator)

Contributed by:

Digital Service Design Office, Queensland Department of Transport and Main Roads

Stages:

DiscoveryAlpha

This play will help you to identify the stakeholders and systems of your service and create a service ecosystem map. A service ecosystem map is a diagram that visualises the relationships between customers and all other stakeholders who provide a related service.

A service ecosystem map provides a broader perspective by including all possible stakeholders involved in the service, whereas a service blueprint takes a narrower approach by focusing on the specific steps required to deliver the service and the limited number of stakeholders involved in those steps.

You can use the service ecosystem map to help identify which actors to include in your service blueprint.

When to make a service ecosystem map

1. When multiple agencies, divisions, branches or teams contribute to a single customer service experience
2. When you want to create shared understanding of the complexity involved in delivering a service
3. When a service is changing or needs to be re-designed

Choosing between an ecosystem map and a service blueprint

• Use an ecosystem map if you want to show the stakeholders involved in delivering a service. An ecosystem map answers the question “who is involved in this service?”.
• Use a service blueprint if you want to show the steps involved in a customer completing a service interaction. A service blueprint answers the question “what is involved in delivering this service”.

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