Mapping a service and different forms of maps

A great article from Ben Holliday explaining how different mapping exercises brings clarity to the service/product context.

Why do designers create so many maps is a matter of debate. We adore maps. However, there may be misunderstandings or ambiguity regarding the purposes behind their creation or how service teams might benefit from them.

We use maps as a tool to understand the world around us. They are excellent discussion starters. They support teams and stakeholders in comprehending interactions across time with a service at various touchpoints. They can be applied to research, service planning and delivery, and narrative.

This example demonstrates the various map formats that can be produced when planning, constructing, or operating a service.

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