Doing is the hard part: how to embed service design in organizations
Marc Stickdorn talks about overrated ideation and underrated prototyping. Following that, he walks you through the service design process and recommends sh!tty first drafts as the most important step in the process. This talk is from the conference “From Business to Business” in Stockholm in 2019.
Service design and startups: this lean agile design thingything
Marc’s talk at Service Experience Conference 2016 is about the differences between service design, design thinking, CX and UX (there is none). 😉 Afterwards he explains the beginning of Smaply, ExperienceFellow and how to successfully embed service design in an organization.
A customer journey map is not a ****ing deliverable
Marc’s interview with the Service Design Show. Marc Fonteijn and him talk about definitions, breaking down silos and why research is so important. As well they talk about the equal relevance of qualitative and quantitative research.
Mobile ethnography & user research
Klaus’ webinar with USECON. Carina Hauser first explains what ethnography is and after that, Klaus digs deeper into the topic of mobile ethnography and explains what ExperienceFellow is. Then, ranges of application are discussed as well as drop-out rates and rewards for participants.
Service design thinking
Marc’s talk at POL*2015 in Stavanger also makes customer journey mapping subject of discussion. Furthermore, he talks about the powerful influence of social media by looking at an example of Dave Carroll and United Airlines.
Service design thinking
Marc’s talk at Interaction South America 2013 with the title “How to successfully innovate beyond buzzwords” discusses Service Design in general as well as customer journey mapping specifically. He presents a journey map that we can all identify with: travelling. Enjoy!
