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Service Mapping (Online Short Course)

Service Mapping (Online Short Course)

London College of Communication
Taught by
Megha Wadhawan


Organisations today face complex and often interdisciplinary challenges with changing customer expectations that are shaped by fast technological developments. Maps present information about the world in detailed yet easy to understand visuals - helping navigate unknown paths and complex journeys. Frequently used to deliver services, maps are versatile and a critical tool to focus on user needs, identify opportunities, align teams, communicate a shared vision, while reduce operational costs and set up efficient business processes.

Based on design thinking and service design disciplines, Service Mapping techniques range from emotive individual stories to complex ecosystem overviews and are key in helping multidisciplinary teams collaborate towards tackling complex problems such as policy development, supply chain design, strategy, and service design. Maps ensure outcomes are designed from the service user or customer's perspective.

This is a hands-on practical course that will be taught through a combination of theory, practical online workshops with weekly assignments.

Topics covered
  • Principles behind visualising with maps
  • Storytelling and storyboards
  • Mental model diagrams and empathy maps
  • Customer journey Maps
  • Service blueprints
  • Ecosystem maps
  • People centred design
  • Future experience vision maps
  • Mapping opportunities and gaps in service delivery

By the end of the course, you will have gained knowledge that can be applied to your everyday practice including:

  • Turning valuable customer observations into actionable insight
  • Focusing on services from a shared customer’s point of view
  • Identifying opportunities, inefficient loops and what needs to be repurposed
  • Aligning internal functions across multidisciplinary teams
  • Communicating your work through comprehensive visuals to senior stakeholders
  • Envisioning future experiences
  • A number of map based techniques to deliver services and experiences

Who is Service Mapping (Online Short Course) for
The course is beneficial for people working in innovation, strategy, or delivering services. These could be roles like product and brand managers, entrepreneurs, marketing specialists and researchers as well as creative professionals who are new to service design or who aspire to work in it.
Level: All levels welcome
Please note: This course is for learners aged 18 and over

Why choose a London College of Communication Online Short Course

Our online learning short courses allow you to experience London College of Communication wherever you are in the world. Additionally all LCC Online Short Courses include

  • Live sessions with expert
  • Lesson recordings
  • Practical assignments
  • Personal feedback
  • VLE with course content
  • Forums for support
  • 3 months online access
  • LCC Certificate upon completion

Visit Frequently Asked Questions for further details about preparing for your online course, including any equipment you need.

Please note that all courses are taught in UK time. To compare times, please check World Time Buddy.

Tutor Description

Megha Wadhawan is a service designer whose work brings real people into the heart of services. She’s facilitated workshops and trainings on service design and design research for organisations such as Ustwo. She co-authored the DIYToolkit for Nesta with STBY, taught at Ravensbourne University, University of Bath & University of York as well as mentored for the Queen’s Young Leaders Programme. An active member of London’s service design community, she is the co-founder of the London chapter of the Global Service & Sustainability Jams since 2010 and has worked on issues such as scaling up clean energy, and the empowerment of girls in India.

Her clients include Google, Microsoft, Nokia, Square, Nesta, Nike Foundation, Rockefeller foundation, Forum for the future & Lloyds Banking Group. She has also founded an art gallery, developed start-ups and lived in eight cities across two continents.


In order to fully participate in the practical exercises, please have the following materials/equipment for the first class:

  • A notepad and a pen
  • A modern computer with an up-to-date operating system
  • An up-to-date web browser (Google Chrome is recommended)
  • A microphone (a headset with microphone/headphones is recommended)
  • Headphones
  • Webcam

Finally, a good broadband connection is also essential (mobile data 3G/4G or a mobile dongle might not provide sufficient bandwidth).

Available dates