How do we begin mapping an organisations end-to-end processes? Facilitated collaborative prototyping

For Street Side Medics, I developed a service design roadmap through collaborative canvas activities designed to surface operational realities from the lived experiences of frontline teams and volunteers.

I introduced a skeleton framework of service stages and swim lanes, and their teams mapped front-stage actions, backstage processes, systems, and external engagements.

The framework rapidly evolved through participant input — for example, volunteers identified the need for an additional “designing a new clinic” stage to capture the operational complexity involved before delivery begins.