Mapping Complex Systems to Find Problems and Solutions
summary
Visual maps replace a 60‑page report by summarizing extended research (including more interviews than planned) into layered visualizations with a legend and visual grammar. The method uses overlayable layers to compare as‑is and to‑be states, arrow thickness to encode effort, and colors to show sentiment and criticality, applying the same coding to journeys, personas and onboarding; the client validated the resulting system map and found 90% of the information was known but lacked an overall view.
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chapters (7)
- 0:00Project introduction
- 4:10Visual research for mapping
- 7:01Benefits of visual maps
- 11:13Rules for clear maps
- 17:40Mapping change over time
- 20:32Method in other projects
- 23:39Conclusion
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