tjänstekartor

Tjänstekartor, or service maps, are visual representations that illustrate the customer journey and the underlying services, resources, and touchpoints that support it. They are a strategic tool used by organizations to understand, design, and improve their service offerings from a customer's perspective.

The core components of a tjänstekarta typically include the customer's actions and emotional state at various stages of their interaction with a service. It also maps out the "backstage" processes and systems that enable these customer-facing interactions. This can encompass physical spaces, digital interfaces, organizational departments, and employee roles. The primary goal is to identify pain points, moments of truth, and opportunities for enhancement.

By visualizing the entire service ecosystem, organizations can gain a holistic understanding of how different parts of the business contribute to the customer experience. This facilitates better collaboration between departments, highlights dependencies, and helps in prioritizing investments for service improvement. Tjänstekartor are often used in conjunction with other service design methodologies to create more user-centric and efficient services. They are particularly valuable in sectors where service delivery is a key differentiator, such as retail, hospitality, and public services.