This episode with Kerry Bodine is all about the customer journey. First Kerry argues for the fact that we should spend less time making customer journey maps. Or maybe not even make these maps at all. Next we talk about the idea of putting the journey at the center of customer driven innovation. This raises the question if we do so how far can or should we organize around this journey? Finally Kerry ask her big questions that focuesses on the role of customer experience in times of uncertainty.

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EPISODE GUIDE

1:40 - First encounter with Service Design.

2:48 - What if we didn’t create maps?

12:02 - What if we rethink the key principle for customer experience?

19:42 - How far should we go to organize around the customer journey?

27:12 - Big question: How are you making your role essential?

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Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow