Mapping Service Ecosystems

In today’s world, we’re dealing with ever expanding multi-device multi-screen multi-service ecosystems across multiple channels. Most of these ecosystem profiles have their own user behaviours, user needs, interaction models and design patterns. Amongst all that, we need to move away from our traditional methods, and learn new ones that enable us to better understand the big picture.

In this half day workshop you’ll learn about the importance of initially focusing your design practice on the overall service ecosystem rather than the small design details that are a byproduct of the constant switching of products and channels.

Understanding an ecosystem is not (just) about visualizing and diagramming it. Being able to identify and apply the right lenses to the visual representation can become a key sensemaking tool in identifying the overall business and customer experience strategy.

You’ll also learn that alongside solid research, facilitation and collaboration are the other key ingredients to the success of an ecosystems mapping exercise.

What topics will be covered?

• Core concepts of systems thinking and how it differs from our traditional ways of representing and understanding complexity.
• Framing, boundary setting, and its importance in identifying the scope of an ecosystem.
• The most common types of ecosystems and a methodology for ecosystems mapping.