Systems Thinking - Shekman Tang
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This document discusses applying systems thinking in product design. It provides an example of mapping out the key elements, interconnections, and purpose of an online help center system. The elements include articles, authors, content, reactions, and other components. It maps how they interconnect through browsing, searching, content management, and feedback loops. The purpose is to deliver helpful articles to users and get feedback to improve articles. Systems thinking allows breaking a product into elements, understanding relationships and flows, creating shared understanding, enabling early feedback, and achieving consistency.
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Systems Thinking - Shekman Tang
- 1. Applying Systems Thinking in Product Design @shekman
- 5. User list Auto message Conversations In-app message Events A/B Test Rich composer Insights Visitor auto messaging Logged-out Intercom Intercom Educate Real time messaging Message folders Group conversation Smart campaigns Assignment rules Operator Snooze conversation Conversation rating Lead qualification Team inbox
- 9. <Wireframe of design explorations> ? 1
- 10. ? Ruairi Galavan Product ManagerProduct Manager With the Acquire package you can: • Talk to visitors on your website in real-time • See their activity and conversation history ← New: Talk to visitors on your website with Intercom We just released a brand new package called Acquire. It’s live chat, reinvented. Use it to talk to visitors on your website to help them become customers. See how it works: Write a reply...
- 12. System?
- 13. “A system is an interconnected set of elements that is coherently organized in a way that achieves something.”
- 14. ELEMENTS What are the core elements in the system? INTERCONNECTIONS How are the elements connected? What are the relationships? What are their inputs and outputs? PURPOSE What does this achieve?
- 22. ELEMENTS What are the core elements in the system? INTERCONNECTIONS How are the elements connected? What are the relationships? What are their inputs and outputs? PURPOSE What does this achieve?
- 24. Article Author Content Reaction Browse and search Help Center Messenger (Browse) Users Content management system Teammate Article Article Article collections Create and manage
- 25. Article Author Content Reaction Browse and search Help Center Messenger (Browse) Users Content management system Teammate Article Article Article collections Create and manage Inbox Search Send article Messenger (Delievered in conversation)
- 26. Article Author Content Reaction Browse and search Help Center Messenger (Browse) Users Content management system Teammate Article Article Article collections Create and manage Inbox Search Send article Messenger (Delievered in conversation) Feedback loop Suggest articles Suggestion system Suggest articles Self-Serve channels Feedback loop Views, Search terms, Reactions, Replies, Goals,…
- 27. How did it help?
- 29. Allowed feedback and collaboration early
- 30. Broke a big product into multiple parts
- 32. Article Author Content Reaction Content management system Teammate Article Article Article collections Create and manage Browse and search Help Center Messenger (Browse) Users Inbox Search Send article Messenger (Delievered in conversation) Feedback loop Suggest articles Suggestion system Suggest articles Self-Serve channels Feedback loop Views, Search terms, Reactions, Replies, Goals,…
- 36. How can you apply?
- 37. ELEMENTS What are the core elements in the system? INTERCONNECTIONS How are the elements connected? What are the relationships? What are their inputs and outputs? PURPOSE What does this achieve?
- 38. • Can the system achieves the same goal with a smaller amount of elements? • Are there elements with similar purpose? Can you reuse or combine them? • Can it be organised with a better structure?
- 39. Systems Thinking