Sasha Abram
Faculty of Design, Architecture and Building, University of Technology Sydney, Ultimo, Australia
Sabina Popin
Faculty of Design, Architecture and Building, University of Technology Sydney, Ultimo, Australia
Bianca Mediati
Faculty of Design, Architecture and Building, University of Technology Sydney, Ultimo, Australia
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Published in: Service Design Geographies. Proceedings of the ServDes.2016 Conference
Linköping Electronic Conference Proceedings 125:55, p. 586-594
Published: 2016-05-17
ISBN: 978-91-7685-738-0
ISSN: 1650-3686 (print), 1650-3740 (online)
As Service Design navigates unchartered territory, maps of all kinds are becoming essential tools for the design process. Maps document the service offering in its current form, celebrating what works and identify challenges. They leverage the agency of visualisation and storytelling to educate, engage and guide internal and external stakeholders along the journey to service innovation. Maps as artefacts are becoming a disruptor for organisations that are accustomed to traditional ways of communicating and allow the voice of the customer to sing in the creation of future strategy and opportunities. Mapping, as a process, is an ideal way to foster co-design and collaboration across hierarchies and institutional sectors. In this way, it operates as a type of ontological design - designing back on the organisation that creates it.
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