When creating new services for clients, we very often don’t delve deep enough into the organisation that delivers the service. Service solutions are often limited to pragmatic improvements that lie directly in the customer experience, what many consider ‘the art of the possible’. But by combining classic service design and user journey mapping techniques with notation from Systems Thinking, we can go deeper into understanding WTF’s really going on inside our organisations.
The recovery has been characterized by yawning gaps between the rich, the middle, and the poor. But, as Trump’s election made clear, it has also been characterized by yawning gaps between cities, the suburbs, and rural parts of the country.