Bridges To Knowledge: A Blog by Barry Camson

Touch Points and Deliberations: Cal Pava Meets the 21st Century

What does Cal Pava's groundbreaking work on Deliberations in organization redesign have to tell us about analyzing touch points along the customer journey as part of a design process? Are there other contemporary models that can be illuminating in analyzing touch points in the process of design?

This article will review these models and then arrive at practical and theoretically sound questions that can be used as a basis for analyzing and redesigning touch points as part of a customer journey and the surrounding ecosystem of value co-creation. This falls within the approach that I have been describing in previous posts about adaptive design for collaborative ecosystems.

Adaptive Design For Collaborative Ecosystems

This article sets out a working description of a collaborative ecosystem in which value is co-created. It describes what needs to be attended to in the process of adaptive design for the ecosystem. It sets out a path forward in pursuing adaptive design for a collaborative ecosystem.

Are you an Ecosystem?

Being an ecosystem involves recognizing all those engaged in the co-creation of value and in ongoing relationships with one another constituting a larger network. This is qualitatively different from seeing your organization plus all of the business relationships it has with its different providers and stakeholders. It is different from seeing your customer or client as the recipient of the goods or services that you develop.