Sociust engineers the experience ecosystems that enable organisations to grow and evolve
Experience ecosystems and organisations are one and the same
All organisations offering digital products and services have to solve ecosystem challenges, every day. That’s because digital experiences depend on an ecosystem of underlying processes, people and technology working together. Most ecosystems are messy, having grown organically over time, with different departments owning each part while having different goals and motivations. Yet before an organisation can improve, replace or introduce a new experience, how it plugs into the ecosystem and how it will ultimately change it must be understood.
Changing how an organisation works
To map an experience ecosystem, a combination of specialists develop diagrams and documents in different tools. CX specialists develop journeys and personas in tools like Figma that help the organisation understand what their customers need. Project leads map the feasibility and viability of building something, often in Powerpoint, Miro and Excel. Technologists look at enterprise architecture, often using tools like PlantUML, Confluence or draw.io. Business analysts use spreadsheets and a variety of process mapping tools to show how processes make each part of those ecosystems function.
What should happen is that all these elements align into an experience ecosystem map or dynamic service blueprint that everyone can understand. But there are no existing tools that enable strategists, researchers, designers, technologists, analysts and project leads to map the depth and breath of that information into a unified and shareable format that can adequately illustrate a live experience ecosystem.
It takes a combination of advanced technical and people skills to track down and map silo’d information correctly, as well as decent pattern recognition to see experiential and platform patterns. Design skills are needed to visualize an ecosystem so that it's easy to comprehend, accompanied by copywriting skills for succinct labels and descriptions. As organisations change priorities, practitioners also need to show the changing impacts of each ecosystem decision. These practitioners exist but they are rare and expensive, also needing a shared tool to work with.
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