Service Design | Ecosystem Mapping To Unpack Government Services

Description

Ecosystem maps provide multiple benefits for clients. They allow us to connect people to processes, systems, laws, policies, and agencies. We can paint a more accurate picture of the current state.

In late 2022/early 2023 I was a service designer for The Department of Commerce Bureau of Industry and Security (DoC BIS). The project team was hired to do a variety of tasks, but there was a lack of problem-framing and prioritization.

We held a one-day internal team workshop to draw out and illustrate all of the different agencies, offices, technologies related to DoC BIS. After reflecting on the map, some initial realizations came up:

It’s a lot.

It’s complex.

There’s a lot expected of a small bureau.

Later, I used Mural to create a refined working digital version of the ecosystem map. The image above is a redacted reproduction of the map.

Dubbed as a “neural network” this ecosystem map and exercise helped the team understand how some of the technical requirements would need to be readjusted to the needs of the agency. It helped us get familiar with the personnel we were frequently in contact with and therefore quickly adapt our approach. Problem definition and framing occured but cannot be shown on this ecosystem map.