Innovating experiences with service design | Smaply podcast

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!

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.

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

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

How to use multiple personas on one journey map to compare their experience? We also talk about stakeholder groups and learn how backstage activities and service blueprints are connected to personas.

How do personas differ from market segments and other constructs, how to create and update them, and how to successfully embed them in organizations?

An introduction to journey map operations, a customer-centric management tool for agile organizations and dig into how to embrace this approach in their organizations.

In this episode we talk about the Service Design Global Conference 2019, news from the service design field and learnings and insights from recent developments.

How can employee experience help you bring service design to your organization and what projects you can tackle at the beginning?