Adam Zeiner

We also need to stop treating them as monolithic models of the entire system. We’re in the digital age now and maps are cheap. There’s no reason we can’t have multiple versions or break our research up into multiple maps, each with a well defined scope and focus.

Ultimately, digging deeper is what the idea of deep leverage points is all about

Existing data rarely tells the story the design leaders need to tell. These metrics measure, at best, outputs

These UX metrics show activity in the design. They may occasionally show improvements in a few business metrics such as sales revenues or onboarding rates. However, the metrics won’t likely show if an improved design actually makes a

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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

So, there are two kinds of competences that make up what design is: the theoretical and the practical. And we can use this as a mental model for how we think and talk about design – as a kind of philosophy for what design is, what it means to be a designer and to do design.

The principles we use to build systems maps haven’t changed much since the 1980s.