Stakeholder mapping

Understanding who influences and uses government services is crucial for effective design. There are diverse groups affecting public service delivery.

Key stakeholder groups in government design include:

• Direct users: Citizens accessing services
• Service staff: Government employees delivering front-line services
• Policy makers: Officials creating rules and requirements
• Technical teams: Groups maintaining service systems
• Partner agencies: Other departments and external organizations involved in service delivery

Create simple stakeholder maps using influence and interest scales:

• Start with identifying direct interactions, then expand to indirect ones.
• Mark where stakeholders connect and how they affect each other.
• Interview representatives from each stakeholder group, focusing on their goals, pain points, and relationships with other groups.
• Add this information to your current state journey map using color coding for different types of relationships.