11 episodes

This series was initiated to create a place for folks to get advise and learn more about service design, journey mapping and useful tools. Usually the episodes kick off with a short introduction to the focus topic, followed by user questions related to it.

--> Sign up for the next session and gain many more insights into customer experience innovation on smaply.com/blog

Ask Marc – about service design and journey mapping softwar‪e‬ Smaply

    • Management

This series was initiated to create a place for folks to get advise and learn more about service design, journey mapping and useful tools. Usually the episodes kick off with a short introduction to the focus topic, followed by user questions related to it.

--> Sign up for the next session and gain many more insights into customer experience innovation on smaply.com/blog

    Service design workshops

    Service design workshops

    In this session, we talked about service design workshops: how to run a successful service design workshop? What are the upsides and downsides of in-person workshops and digital workshops? And how to connect the two worlds together?

    • 38 min
    Measuring service design impact

    Measuring service design impact

    How do you know if your service design project has been successful? How do you prove if your changes and improvements had impact? How can you use numbers to convince others of the effect of prior service design activities so you get budget for the next ones? In this session, we'll talk about measuring service design, the horrible experiences NPS and driver analysis can cause, and the importance of impact controlling.

    • 38 min
    Methodology silos

    Methodology silos

    People call ‘it’ service design, design thinking, (holistic) ux design, experience design, to name just a few. Sometimes, organizations even have different teams under these labels – although they actually do the same stuff. On the other side, what some organizations call ‘service design’ might be completely different to what others call ‘service design’. Language matters. And the labels we use, often end up in methodology silos. Let’s take look beyond these silos in our next episode!

    • 33 min
    Stakeholder maps

    Stakeholder maps

    In this session, we talked about the what and why of stakeholder maps, how to create and analyze them, and other types of system maps (value network maps and ecosystem maps). Also you'll get to know different use cases of stakeholder maps.

    • 29 min
    Journey map repositories

    Journey map repositories

    In this session we talked about journey map hierarchies, how to connect journeys within departments, and how a repository helps standardize customer centricity activities.

    • 41 min
    Customer experience research

    Customer experience research

    In this session, we discussed how to research experiences of customers, employees, citizens or other stakeholders and use the data on journey maps.

    • 34 min

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