From service design to systems change

Once you have settled upon a promising archetype, it still remains to convert your understanding to strategy. Where do you intervene? How do you redesign or reengineer the system? How do you move from your diagnosis to a prescription?

you’ll see that what started as a “Fix That Backfired” was in fact a “Shifting the Burden” system. This revealed the need to focus efforts on the fundamental problem-correcting process (the left-hand side of the diagram).