Overview
Before improving a service or creating a new one, take time to understand how it works today. This helps you know:
- what works
- what does not work
- where users fall through the gaps
Learn more about researching your users and testing your service.
Most public services involve many people, systems and processes. Look at the full picture to plan better, avoid surprises and identify dependencies, including other teams, services, policies and technology.
Mapping your service helps you:
- understand the experience from the user’s perspective
- work across teams, policies, and channels
- identify pain points, gaps and opportunities
- build a shared understanding and clear direction
A shared view helps teams identify silos, duplication and inefficiencies.
Tools you can try
There are different tools you can try to help you explore your services:
- user journey maps show each step from the user’s point of view
- service blueprints add what happens behind the scenes
- empathy maps capture what users feel, think and do
- process maps to show internal workflows
- personas summarise different types of users and their needs
You don’t need to use all of them. Choose the tools that help your team build a shared understanding.
Work across boundaries and languages
Most services are spread across teams or departments in organisations. Map what happens across:
- digital, phone, face-to-face and paper channels
- policy, delivery and operations
- different organisations and partners
- languages
This helps you design joined-up services that reflect how people actually experience them.
Embedding bilingualism in your work
Consider bilingualism at every stage. This may include:
- involving Welsh speakers, translators or language officers early
- co-designing and testing content with translators
- designing bilingual journeys and materials
- building bilingual design into timelines and resourcing
Embed bilingualism from the start across content, journeys, teams and tools to design bilingual user-centered services that work equally in both Welsh and English.
Make it collaborative
Mapping works best when it’s collaborative. It helps build a shared understanding and get people on the same page.
Identify who you need to involve in your work and design activities, including people from:
- frontline delivery
- policy or legal
- technology or data
Bring people together and sketch things out, online or in person. Keep it informal, playful and creative.