Ecosystem Mapping & Knowledge Hub Development
It helps to understand user grouping and explore how people interact with the service and its communications from an internal perspective. This might look like semi-structured interviews and workshops with key departments within the organisation, creating Ecosystem Maps for each. Ecosystem Maps put service users at the centre — they are a visual way to understand how people interact with a service and what impacts their experience.
We then start to engage people who use the services, seeking to understand their perceptions and experiences of the organisation and its communications, what has been challenging about their experience, as well as where they find value and their goals. The engagement helps to shape and consolidate the ecosystem maps to form an overview of the organisation from the perspective of those who use their services.
While the ecosystem map is one outcome of this process, we also thematically analyse the transcripts from our discussions with users to create an AI-powered Knowledge Hub. The Knowledge Hub enables staff to ask questions and receive relevant verbatim responses from the research. It is important to continue building on the Ecosystem Map and Knowledge Hub. Equipping organisations to continue to speak with users or provide ongoing research support is key.
This foundational research helps to improve service and communications, typically leading to work on the brand identity across print and digital touchpoints.