Circle #16

Service Design Show

English - December 16, 2022 15:07 - 56 minutes - 52.3 MB - ★★★★★ - 11 ratings
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Previous Episode: How failure increases your team's performance / Stephan Wiedner / Episode #164

Next Episode: How listening is the secret to better services / Indi Young / Episode #165

Let's build a *system* of journey maps! Hold on there... do you know what you're getting yourself into?

Journey maps are great. They help you align people, processes, and resources around your customers' needs. This leads to a more efficient organization, happier employees, and less frustrated customers.

But as you might have experienced, journey maps also tend to spiral out of control pretty quickly. You start with a simple map that is adequate to get the job done. Then you slowly but surely start adding more data to the map. Your map, which was once a marvel of simplicity, now all of a sudden looks more like the manual of a nuclear power plant.

So the time has come to break your giant journey map into smaller, more manageable pieces. It's time to move from a single journey map to a system of journey maps. The moment this thought goes through your mind, you've opened pandora's box.

Many new questions arise...

* Which parts of the system do you need to standardize?

* Who will have the responsibility for keeping the smaller maps updated?

* What is the right tool for the job?

The last thing you want is to invest a lot of time and money in setting up a tool, structure, and process that, in the end, no one ends up using. Not good for the company and not great for your career either.

In our Circle community for in-house service design professionals, many members are currently in the midst of this transition. That's why we decided to address this topic in a recent session and share the most important do's and don'ts with each other. In this episode, you're going to the highlights from that session and learn what it takes to go from a single journey map to a system of maps.

It's clear to me that journey map, mapping, management, and ops is gearing up for the next evolution wave. So expect more content on these topics in the months ahead.

--- [ 1. GUIDE ] ---

00:00 Welcome to the Show

03:15 Who is Romina

04:30 How did we get here

06:45 Journeys are stories

11:00 What is the system

14:30 Google Maps analogy

16:45 Circle announcement

18:00 The ideal system of maps

22:30 Where does it break down

24:45 How do you prioritize

27:00 From small to medium

28:30 Shared incentives

31:00 How important is the tool

34:30 Ownership

40:00 Bottom-up vs. top down

43:45 What is our role

47:00 Common pitfalls

51:30 Biggest question

53:00 Key takeaway

55:00 Closing thoughts

--- [ 2. LINKS ] ---

https://www.linkedin.com/in/romina-maidel-053a607a/

--- [ 3. CIRCLE ] ---

If you'd like to be part of these conversations as they happen rather than just getting the summary on the podcast, consider joining us in the Circle.