Yet, go poll 100 “UX” designers. What percentage of their time is spent outside of product design? What percentage of their time is spent on higher altitude system design that aligns with a broader customer strategy? Not a lot.
When thinking on a systems level, you’re not only taking and end-to-end view, but also the surface-to-core view of what it is that makes the customer’s journey happen. It’s the deep underpinnings of an experience that aren’t seen by the customer, but felt throughout the journey. Beneath it all is the web of systems that keep things operating, for better or for worse. Being a systems thinker in a service design context means being able to simultaneously see a high level view as well as a detailed view, and to be able to make sense of both.