Applying Systems Thinking is Like Packing for a Trip
at UX Australia Design Research 2022
Type
talk
Systems thinking is like packing for a trip: every itinerary brings different activities, climates, cuisines, and people. You only see the complete picture after doing the research. Ana Filipa Couvinhas walks through applying systems thinking across industries and the core similarities in every scenario.
People
Ana Filipa Couvinhas
Methods
Insight SynthesisTurning raw notes, clips and data into shared findings — affinity mapping, themes, opportunity areas — so research informs decisions rather than sitting unused.
Service DesignService design examines how people, tools and organisational processes work together to deliver an experience. Map the customer-facing steps alongside the staff activities, policies and systems that support them, often using a service blueprint. Bring the relevant teams together to identify broken handoffs, duplicated work and conflicting responsibilities, then coordinate changes across the service. Use it when problems span departments or channels and cannot be resolved through interface changes alone. Include employee experience because internal constraints shape what customers receive.