Mapping service ecosystems

Hands-on Workshop

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. As design leaders, is there something we can do to better understand the complexity of that 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.

Being able to identify and apply the right lenses to an ecosystem map can become a key sensemaking tool in understanding its service dynamics and shaping the overall business and customer experience strategy of your company. You’ll also learn that alongside solid research, facilitation and collaboration are the other key ingredients to the success of an ecosystems mapping exercise.