From service design to systems change

Ecosystem Maps are tools that designers create to understand the relationships and dependencies between the various actors and parts that contribute to creating customer experiences. The Ecosystem Map is a synthetic representation capturing all the key roles that have an influence on the user, organization and service environment. An ecosystem is these actors, parts and dynamics. The maps reveal areas to optimize in services to deliver the best customer experiences.

Systemic change is generally understood to require adjustments or transformations in the policies, practices, power dynamics, social norms or mindsets that underlie the societal issue at stake. It often involves the collaboration of a diverse set of players and can take place on a local, national or global level.