## 5 Results
### Account Managers
#### 5.1.5 Service Ecology Map  
The service ecology map (Figure 7) provides a concrete representation of the complexity of the service environment and of the multiplicity of actors involved. Indeed, service ecology maps are particularly useful in the early stages of design, as they offer a means of establishing a shared overview of the work and DM space. According to [PERSON] et al. [54], the service ecology map has three main purposes:  
* Mapping service actors and stakeholders;
* Investigating relationships that are part of the service or that influence the service;
* Generating new service concepts by reorganizing the way actors work together.  
More specifically, the map is composed of the following segments, which should be read in a circular way:  
* Who: Who are the main actors acting at each stage of the service?
* What: What are the actions and DM that the actors carry out in the different phases?
* Where: In which contexts, physical or digital, do the actions and DM take place (touchpoints)?
* How: What are the tools that enable actors to perform actions?
* Why: Why are those actions or decisions carried out in those phases of the service?  
Each stage of the service delivery is represented with a different color. The monitoring and evaluating stages are represented at the same circular level because they occur simultaneously.  
Based on the service ecology map, Table 6 presents the engagement of the different actor categories in the primary stages of the service delivery, encompassing distinct user actions and DM processes.  
Figure 7: Service ecology map.  
The stages of the service delivery and their brief descriptions are presented below:  
* Promoting the service: Mylia takes the lead in promoting the service, indicating their primary responsibility in creating awareness and generating interest in the service through the Department of Sales and Marketing & Communication.
* Engaging: Coaches, people managers, and HR managers are all actively involved in the engagement stage. Their participation is crucial in fostering commitment in the coachees toward the development opportunity.
* Negotiating and identifying the development path: Coachees, coaches, people managers, and HR managers meet to negotiate and determine the development path that best suits the coachee's needs and the corporate strategy. Designers from Mylia manage service customization based on the identified needs.
* Providing/Following the development path: Coaches play key roles in the development path. They participate directly in the development process, favoring the acquisition of new skills and knowledge. Coachees are the objects of this stage. Designers from Mylia supervise the coach in the initial phase of interpreting the profile and choosing the path.
* Monitoring: Monitoring is primarily carried out by people managers and HR managers. They take responsibility for tracking progress, ensuring that the development path is on track and that it meets the predefined objectives.
* Evaluating: Coaches, people managers, and HR managers are all involved in evaluating the effectiveness of the service. They provide feedback, assess outcomes, and determine whether the path has achieved its desired impact. Coachees are the objects of this evaluation.
* Delivering outcomes: Coachees, coaches, people managers, and HR managers are all engaged in this stage. Precisely, the coach will present the results of the coachee's development path to the HR and the people manager.
* Relaunching the service: [PERSON], coachees, and coaches have responsibilities in relaunching the service. The coach contributes by sharing the certification of the AHEDA training course on LinkedIn, and by sharing the badge received upon completing the development path. On the other hand, [PERSON] communicates new funding opportunities to HR managers.  
The service ecology map also served as an initial basis for constructing the user journey of the service, which provided a comprehensive depiction of the interactions among the various personas.