LOCAL GOVERNMENT SERVICE DESIGN NETWORK

1. Start by clarifying the purpose, audience, and intended use of the map.

Before choosing a format, pause to understand why a map is needed, who will use it, and what decisions it should support. Mapping can become a default activity, but not every situation requires a full blueprint; sometimes a quick sketch, storyboard, or simple sequence is enough to generate insight. Aligning on purpose early prevents over‑engineering and helps teams create the most useful artefact for the moment. 

2. Use the map to drive decisions, not just document processes.

Treat the map as a working design tool where uncertainties, options, and open questions are visible and discussed until resolved.

3. Keep the first version intentionally incomplete

Starting with placeholders and “unknowns” invites contribution and signals that the map is evolving, encouraging teams to engage rather than seeing it as finished.

4. Map both the resident journey and the operational reality

Include handoffs, decision points, system interactions, and responsibilities so the map reflects how the service actually functions behind the scenes.

5. Update the map continuously during design and testing

Frequent small updates keep the artefact relevant and help teams track how the service model is evolving.

6. Design a maintainable version for delivery teams

Create a simplified, clearly owned version that teams can update themselves after implementation so the map remains useful operationally.

7. Make the map visible and accessible

Keep it in a shared digital workspace (and, where possible, visible in physical team spaces) so it becomes a living reference point rather than a hidden design output.

8. Use map walk-throughs as an engagement method

Walking stakeholders through the map step-by-step helps identify risks, validate assumptions, and strengthen buy-in across services.