Mapping Service Ecosystems

Your HostMatthew Oliphant runs PDXHCD (see below) and Studio VO (studiovo.co). Matthew has led the research, design, and testing efforts for dozens of product & service projects over the past 23 years. He’s led research efforts to understand the needs of organ transplant recipients, greatly improved turnaround times for health insurance arbitration cases, and helped doctors communicate dense genomics information to consumers.While his work impacts primarily healthcare, he has improved insurance, banking, accounting, CRM, fundraising, marketing, e-commerce, business processing, education, transportation, engineering, SaaS, B2B, B2C, and C2B.PDXHCDOur mission is to better connect people who work in the human-centered disciplines to improve understanding of the Why, What, and How of the work we do. Much like we do for others, we want to break down silos between the research and design job titles because there’s more that overlaps what we all do than separates us.We curate an event calendar and provide professional development opportunities for advanced practitioners, managers, and directors in the HCD-related disciplines.

Matthew Oliphant

Ecosystem Mapping is powerful tool for aligning on strategy and identifying actionable paths forward the business.

The Cleaners

<h2>Previous Attendees work at:</h2>Amazon, Netflix, NN/g, Google, McKinsey &amp; Co., Capital One, Quicken Loans, Continental, Itau Unibanco, ANZ Banking Group, Plangrid, GovTech, HP, Thompson Reuters, Comcast, Expedia, State Farm, Swisscom, CommBank, APG Financial Services, NSW Gov't, Singapore Gov't, Flight Centre, SAP, Fjord, Home Depot, Pinterest, Maya BCG, UWA, Mobimeo, Handrail, Macquarie Group, Xperienz, Miami Dade County, and the University of Sydney

Included in your ticket price:<ul><li>Morning snacks, coffee, tea</li><li>Lunch</li><li>Fees</li></ul>

Workshop AbstractWant 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?<ul><li>Core concepts of systems thinking and how it differs from our traditional ways of representing and understanding complexity.</li><li>Framing, boundary setting, and its importance in identifying the scope of an ecosystem.</li><li>The most common types of ecosystems and a methodology for ecosystems mapping.</li></ul>What exercises will be done?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 (4-6 per table) towards conceptualizing a service ecosystem map.Any requirements for attending?The material is best suited for intermediate to senior researchers &amp; 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.Workshop Outline (excluding individual and group exercises):Part I: Theory1. A cautionary tale2. Systems and systems thinking3. Systems thinking and design ethics4. What is an ecosystem?5. Reviewing four UX-related ecosystem types 5.1 Platform ecosystems 5.2 Device ecosystems 5.3 Content ecosystems 5.4 Service ecosystemsPart II: Practice6. Mapping UX ecosystems 6.1 Identifying primary and secondary ecosystem actors 6.2 Drawing rich pictures of the ecosystem 6.3 Grouping primary service clusters 6.4 Expanding and diagraming the ecosystem 6.5 Identifying and applying ecosystem lenses7. Further reading8. Conclusions / Questions / Discussion

Instructor BioCornelius 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, autonomous transportation 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.<a href="https://www.linkedin.com/in/corneliux/" target="_blank" data-msys-clicktrack="0" rel="nofollow noopener noreferrer">https://www.linkedin.com/in/corneliux/</a><a href="http://twitter.com/corneliux" target="_blank" data-msys-clicktrack="0" rel="nofollow noopener noreferrer">twitter.com/corneliux</a><a href="http://crnls.io/mse.php" target="_blank" data-msys-clicktrack="0" rel="nofollow noopener noreferrer">More about the workshop here</a>.

<h2>Sponsors</h2>Thanks to our sponsors for helping to make sure Portland gets the option of advanced professional development opportunities!

<a href="http://studiovo.co" target="_blank" data-msys-clicktrack="0" rel="nofollow noopener noreferrer">studiovo.co</a>

<a href="http://concreteux.com" target="_blank" data-msys-clicktrack="0" rel="nofollow noopener noreferrer">concreteux.com</a>

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Mapping Service Ecosystems

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