Due to the global competitive environment in the mobile app market, traditional problem-solving methods in examining the problem of accepting stores offering these digital products have ignored the important role of human factors and therefore this weakness necessitates research on relevant policies by governing bodies from another perspective based on a soft systems thinking approach. This problem has structural complexities, and many stakeholders have different views on it. Therefore, using the methodological approach of soft systems can be a solution for this purpose. This research was applied, exploratory, and qualitative, and the statistical population consisted of 10 experts in the telecom industry, whose selection was made by purposeful judgment. Data collection tools were conducted in in-depth semi-structured interviews. The research findings lead to a conceptual and structured model for improving change, learning and helping to improve macro policies in this area.