Service Definition Canvas (template)
Fill this in before mapping or proposing changes. Keep it user-first and plain-language.
1) Service name (user language)
- Current name(s):
- Proposed user-facing name (verb phrase):
- Search terms users would use:
2) Purpose and outcome
- User outcome (“done” means…):
- Organisation outcome (why provide this service?):
- Societal outcome / harm constraints:
3) Users
- Primary user groups (2–3):
- Secondary users / proxies (carers, parents, assistants, staff acting for users):
- Access needs / constraints (language, disability, devices, connectivity, safety):
4) Scope and boundaries
- Start trigger (when does the service begin for the user?):
- End condition (when is it finished?):
- What’s explicitly out of scope:
- Key assumptions:
5) Channels and touchpoints
List all channels that exist today (or will exist):
- Digital:
- Phone:
- Post/email:
- In-person:
- Physical artefacts / devices:
6) Expectations to set
- Time (how long each stage usually takes):
- Cost/fees:
- Eligibility/criteria:
- Evidence needed (documents, IDs, proof, appointments):
7) Operational reality (high level)
- Teams/orgs involved:
- Key systems/data sources:
- Known policy/legal constraints:
8) Measures of success
Pick a small set of measures that reflect outcomes:
- User measures (completion, time/effort, confidence, accessibility):
- Operational measures (cost-to-serve, rework, error rates, SLA):
- Trust/fairness measures (appeals, complaints, bias signals):
- Sustainability measures (if relevant):
9) Risks and unknowns
- Top 5 risks:
- Top 5 unknowns / evidence needed next: