2-8 February, 2020 — Milan, Italy
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Mapping Service Ecosystems

workshop – Half day (4h) | Feb 5 – 2pm | UW - Poplar Hall, RM 106

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 in this #IxD19 hands-on workshop.

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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 they aren’t always the ideal approach when dealing with engaging 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, as should understanding how ecosystems theory fits in informing the overall customer experience strategy.

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).


Part I: Theory

1.0 - Workshop overview (5 mins)

2.0 - Systems and systems thinking (15 minutes)
Individual exercise (5 minutes)

3.0 - What is an ecosystem? (10 minutes)

4.0 - Ecosystem types (10 minutes)

Part II: Practice

5.0 - Mapping UX ecosystems Mapping activities include:

5.1 - Identifying primary and secondary ecosystem actors (5 minutes)
Table exercise (10 minutes)

5.2 - Drawing rich pictures of the ecosystem (10 minutes)
Table exercise and table consensus (30 minutes)

—- BREAK: 20-25 minutes —-

5.3 - Grouping primary service clusters (10 minutes)
Table exercise (10 minutes)

5.4 -Expanding and diagraming the ecosystem (10 minutes)
Table exercise (20 minutes)

5.5 - Identifying and applying ecosystem lenses (10 minutes)
Table exercise (15 minutes)

6.0 - Conclusions / Questions (15 minutes)

Cornelius Rachieru

Cornelius Rachieru

Cornelius Rachieru is the Founder and Managing Partner of Canadian UX consultancy Ampli2de Inc., where he explores his fascination with the politics of design while leading enterprise-scale experience and service design projects. Over the past 15 years, he has managed a number of large UX teams as UX practice leader at Deloitte Canada and Shaw Communications, He has consulted in a wide range of industries, from technology to financial services, healthcare, enterprise risk management, and law.

Cornelius is also the Founder, Co-chair and Creative Director of the popular CanUX conference, Canada’s largest and longest running annual UX event. A self proclaimed night owl (he is originally from Transylvania), he loves red eye flights and is a nomad at heart.


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