Mapping Cross-channel Ecosystems

Presentation at Interact London 2016. No notes for the moment being.

Design

Andreas @Resmini
Mapping Cross-channel Ecosystems
Interact London 2016

The Graduate, 1967
"Plastics."
"Exactly how do you mean?" asked Ben.
"There's a great future in plastics. Think about it"

Mass protest, Hong Kong -- http://chinaworker.info/en/2014/10/06/8307/

“Like air and water, being digital will be
noticed by its absence, not its presence.”
Nicholas Negroponte
V. Kandinsky, Composition VII, 1913

digitization has blurred the distinction
between products and services

digitization has blurred the distinction
between digital and physical

digitization has blurred the distinction
between producers and consumers

“I went through my spreadsheet, collected all the
receipts and invoices, logged in, checked what was
there, added expenses, and filed my taxes”

a perfectly bounded artifact is an
increasingly difficult proposition

“I do not believe in things.
I believe only in their relationships.”
Georges Braque
G. Braque, Fruit dish, 1908-09

OUIJIA BOARD, SCRIPTINGNEWS (http://www.flickr.com/photos/scriptingnews/3418293087/)

I do not believe in things.
I believe only in their relationships.
Georges Braque
Interfaces and interactions vary wildly.
The rules, they don’t vary much.

cross-channel ecosystems are semantic
constructs that straddle physical and
digital space, locations, people, devices

P. Merholz, Double diamond, (UK Design Council)

organizational pain
(pragmatical starting point)

people’s experience
(conceptual starting point)

ecosystems are built using a limited
number of primary elements

actors, agents within the ecosystem
youtube.com

actors pursue a future desired state
alphasys.com.au

tasks, any activity these agents perform

touchpoints, individual points
of interaction in a channel

seams, thresholds between touchpoints
and across channels

channels, pervasive ecosystem-level
information layers

they might reflect the formal sectioning of
an enterprise architecture model, result
from content analysis, or emerge from the
project’s own goals

WHATSAPP
SKATES
BOX OFFICE
IMDB
MOVIE
NETFLIX
BUS
YELP
RESTAURANT
SMSWEBSITE
FRIEND’S
HOME
BUS
DINNER
PS4
BOARD
GAMES
PHONE
PIZZA
PLACE
WHATSAPP
SKATES
BOX OFFICE
IMDB
MOVIE
YELP
WHATSAPP
BOX OFFICE
IMDB
MOVIE
BUS
SMSWEBSITE
Simplified, touchpoints-only ecosystem map

cross-channel ecosystem identify a
space of opportunity for intervention

they do not identify an artifact that can
or should be fully designed and managed

channels touchpoints and seams allow to
identify bottlenecks, stragglers,
non-integrated paths thru the ecosystem

experiences should be seamless, but seams
should be at times visible or perceptible

for example when moving from a
secure to an unsecure touchpoint

strategic understanding of the ecosystem is
the basis of an open and pervasive IA

making information flow more easily
augments the capability of the system and
increases its resilience and usefulness

point-to-point insights can be folded into
specific business-as-usual UX interventions

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