System Map

Visualise all the actors and components involved in a service delivery

also called

Touchpoint Map

what is it

A system map is a synthetic representation that shows in one single frame all the different actors involved in a service delivery, and their mutual links (e.g. flows of materials, energy, information, money, documents, etc.). The system map clarifies how the different service components and roles are connected one to the other, highlighting the values they exchange.

use it to

Understand the service dynamics, detect gaps and opportunities.

remember to

Connect the components in loops: there is always an input and output under each exchange.


(2007) Nicola Morelli, New representation techniques for designing in a systemic perspective, paper presented at Design Inquires, Stokholm.


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