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Touchpoint
p-ISSN: 1868-6052
e-ISSN: 2940-2778
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When the Map Is Not Enough : Sense-making tools for complex adaptive systemsKyle GodbeyTouchpoint - Emerging Service Design 17 No. 2 (2026)https://doi.org/10.30819/touchpoint.17-2.05 pp: 26-30 2026-06-18 |
Godbey, K. (2026). When the Map Is Not Enough : Sense-making tools for complex adaptive systems. Touchpoint - Emerging Service Design, 17 (2), 26-30. doi:10.30819/touchpoint.17-2.05
@article{Godbey_2026,
doi = {10.30819/touchpoint.17-2.05},
url = {https://doi.org/10.30819/touchpoint.17-2.05},
year = 2026,
publisher = {Logos Verlag Berlin},
volume = {17},
number = {2},
pages = {26-30},
author = {Kyle Godbey},
title = {When the Map Is Not Enough : Sense-making tools for complex adaptive systems},
journal = {Touchpoint - Emerging Service Design}
}
url = {https://doi.org/10.30819/touchpoint.17-2.05},
year = 2026,
publisher = {Logos Verlag Berlin},
volume = {17},
number = {2},
pages = {26-30},
author = {Kyle Godbey},
title = {When the Map Is Not Enough : Sense-making tools for complex adaptive systems},
journal = {Touchpoint - Emerging Service Design}
Abstract
Service designers are being asked to redesign organisations that no longer behave like the systems our artefacts were built to describe. Journey maps and blueprints assume an order that complex adaptive systems do not provide, and pretending otherwise produces work that looks rigorous but lands inert. The discipline is unusually well-positioned to do this work. Doing it well requires a broader set of methods than we currently carry.
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