Do a search on "service design", and you'll find plenty of information on designing at that level of scope, all-encompassing as it may seem. "Service design is

Do a search on "service design", and you'll find plenty of information on designing at that level of scope, all-encompassing as it may seem. "Service design is the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between the service provider and its customers." (From Wikipedia) It's less common that I see UX defined in such broad terms, however.