SYSTEMS / SELECTED
I notice the pieces first. What connects, what doesn't, and where a person is being asked to hold the whole thing together.
When I notice a system isn't working the way it should, curiosity is what makes me keep pulling at the thread until I understand why.
CURIOSITY / SELECTED
Once I notice something doesn't make sense, I have a hard time leaving it alone until I understand why.
The point of understanding the system is still the person inside it. If it doesn't make life better for them, I don't really care how clever the solution is.
PEOPLE / SELECTED
None of the system stuff matters if the person using it can't understand it, trust it, or actually have a better experience because of it.
When I map a system, I look for the person carrying the gaps. If everything depends on them remembering, translating, or connecting the pieces, that's the part I want to fix.