(image quoted from Enginegroup.co.uk) Find this facinating tool on Engine's website about how they find out the people and their relationships in a service system.
"Services are created and consumed through systems of relationships between people, things and processes. In order to innovate within these systems, it is important to understand the network of relationships between the people and organisations that make a service work - or that fail to make a service work. "It seems to be really powerful tool when it comes to identify 'silent designer' in the system or 'key people' who has power over the service situations. Wonder if the designers from Engine Group are able to have face-to-face encounter with these 'key people' in their map in the practice? Ha-ha, one more questions for my interview list :)
