From service design to systems change

Systems analysis at the ‘front end’ of service design can help us to better understand complex social problems and identify opportunities to respond more effectively and profoundly.

By mapping the components of individual services (or portfolios of services) against these two axes, perhaps we can explore their relationship to systems change. To what extent are we tweaking around the edges of the existing system, versus changing the behaviour of the system itself — and how ambitious is the effort?

This matters because services designed and optimised for the current system can have the effect of further entrenching it — by introducing additional forces and interests to ‘keep things the way that they are’. This isn’t to dismiss their value — systems change is slow and uncertain, and in the meantime it’s essential we deliver the most effective ... See more

I worry sometimes that there’s a danger of embracing the theatre of systems thinking — using it to position services and to navigate what’s desirable, feasible and viable within the existing system — without actually reshaping the system itself.