Service Design: Basic Tools and Insights
Why Marc ?
We first discovered Marc Stickdorn speaking about service-design thinking in South America and came to one conclusion: we needed him to do a workshop at UI19. His innovative approach to mapping customers’ journey through an experience—including their emotion and satisfaction along the way—is practical, low risk, and high value.
His teaching is so sought-after that he co-authored and edited the book, This is Service-Design Thinking, which is packed with case studies of organizations who’ve moved toward empathy-driven design.
Marc is a guest lecturer at business and design schools, and he works with organizations to sustainably integrate service design in their daily processes. He co-founded smaply, software to visualize customer journeys and service ecosystems, and also myServiceFellow, a tool to gain genuine customer insights through mobile ethnography.
You can catch more from Marc on Twitter @mrstickdorn.
Interested in hearing more about service design thinking? Check out Marc's article on the topic.
Service design takes practices for creating great online experiences and applies them to all customer interactions with an organization, online or off. Marc Stickdorn shares his insights on the basic tools of the service design process. He introduces its five basic principles and ways to embed service design into your organization.
Marc explores how journey mapping can show you how customers are feeling and talk about the challenges of measuring customer satisfaction. He shares why he believes a focus on the difference between products and services is outdated and why understanding the customer experience is more important.