Mapping Service Ecosystems

June 12, 2020 9:00 am - 5:00 pm

Bookmark and Share

Cornelius Rachieru

Want to take your stakeholder workshop facilitation skills to the next level? Learn the basics of service ecosystem mapping and how it applies to identifying and solving system-level problems. While the increased popularity of service blueprints and customer journey maps is an encouraging sign for the proliferation of service design into the mainstream experience design toolbox, the fact remains that by themselves, they aren’t always ideal methods when dealing with senior business stakeholders in the context of overall business discovery and strategy. The theory behind systems thinking and an approach to visualize the service ecosystem at a high level should be part of the toolkit of every design strategist.

Learning the basics of facilitating ecosystem mapping exercises goes a long way towards being able to identify the role and influence a company has in its ecosystem, and pinpoint which key parts of that ecosystem should be given strategic priority (and consequently be journey mapped/blueprinted in detail if those journeys are deemed critical). Understanding an organization’s ecosystem is not (just) about visualizing and diagramming it. Being able to identify and apply the right lenses to craft a visual representation that tells a compelling story can become a key sense- making tool in your strategic arsenal.

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.

Throughout the workshop, a combination of presentation, discussion, and individual and group hands on work will be used to tackle an ecosystem of your choice. Participants will work in groups (5-8 per table) towards conceptualizing a service ecosystem map.

Who is the ideal audience for the workshop?

The material is best suited for intermediate to senior researchers & designers, product managers, and business leadership looking to add new techniques derived from systems thinking to their method toolbox. The workshop assumes some prior exposure to visual design thinking and a basic understanding of classic service design methods, though neither of those is a prerequisite.