tjänstekarta

A tjänstekarta, which translates to "service map" in English, is a tool used to visualize and understand the services an organization offers, often from the perspective of the end-user or customer. It aims to map out the journey a customer takes when interacting with a service, identifying all touchpoints and the underlying processes that support these interactions. The primary goal of a tjänstekarta is to improve the user experience by highlighting areas where services can be streamlined, enhanced, or better integrated.

These maps typically depict the various stages a customer goes through, from initial awareness of a service to its eventual use and potential follow-up. They can also illustrate the internal systems, departments, and actions that are required to deliver the service effectively. By laying out these elements visually, organizations can gain a clearer understanding of dependencies, potential bottlenecks, and opportunities for innovation.

The creation of a tjänstekarta often involves cross-functional teams, including service designers, customer representatives, and operational staff. The process usually begins with research into customer needs and behaviors, followed by workshops to identify and map out the service journey. The resulting map serves as a valuable communication tool, fostering a shared understanding of services across the organization and guiding strategic decisions aimed at service improvement. It is a key component in service design methodologies.