The experiences of customers, patients, citizens, employees... are key to your organization’s success and therefore should be coordinated very carefully.
This podcast is your go-to-place to learn about how to design human-centered services and get advice from practitioners.
Read more about experience innovation on https://www.smaply.com/blog or create your own journey maps, personas and stakeholder maps on https://www.smaply.com
Podcast hosts
No host has claimed this podcast yet, if you are the host you can verify ownership by claiming this podcast
Keywords
© Smaply by More than Metrics
Innovating experiences with service design | Smaply podcast
Read more
Reviews
No reviews yet
Podcast information
- Amount of episodes
- 19
- Subscribers
- 0
- Verified
- No
- Website
- Explicit content
- No
- Episode type
- episodic
- Podcast link
- https://podvine.com/link/..
- Last upload date
- July 18, 2022
- Last fetch date
- June 1, 2023 10:32 AM
- Upload range
- MONTHLY
- Author
- Smaply
- Copyright
- Smaply by More than Metrics
susbcribers
- Journey mapping in tourismService design, and specifically journey mapping, has huge potential to change the travel & tourism industry in a positive way. As individual suppliers harness the potential journey mapping offers, they can craft more compelling experiences for their guests. Whether approaches are applied to services in a small hotel, or within a large destination management organization (DMO), journey maps can be created to suit different contexts and use cases within the travel industry.0 comments0
- Ask Marc - managing CX across online and offline channelsIn this webinar, we talked about how to manage customer experience across online and offline channels. The main question was what the challenge of omnichannel customer experience management is. Furthermore, we looked into the details of how you can research experiences beyond digital analytics. Also we will look into why qualitative data is so important and how you can manage experiences if they happen out of your reach. This series was initiated as a place for you to learn more about service design and journey mapping software. Our co-founder Marc Stickdorn and the Smaply team share their experience on how to embed and scale service design in organizations. The sessions usually kick off with a short introduction to the focus topic to bring everybody to the same page, followed by your questions and deep discussions of best practice examples.0 comments0
- Innovating experiences with service design | Smaply podcast Dec 17 · 33m Ask Marc – becoming a human-centered organizationIn this webinar, we talked about how to become a human-centered organization: What's the first step that you can take? What are challenges that you are likely to face? What are chances for first success moments? And who do you need to involve in the process?0 comments0
- Ask Marc – presenting journey mapsIn this webinar, we talked about presenting customer journey maps: How to approach different audiences, how to tailor journey map details to stakeholder groups, and about types of visualizations and exports for different use cases. After watching this session, you’ll know how to use journey maps as boundary objects to bridge organizational and communicational silos.0 comments0
- Journey mapping in marketingJourney mapping and marketing go so much hand in hand that one might think it’s self-explanatory. But just like for any other person, also marketers sometimes have a hard time empathizing with customers. Customer journey mapping can help marketers to ensure they act for the customers’ sake and that it’s really the customer who’s in the focus of what they’re doing – rather than tools and processes. In this episode we discuss: - Customer journey mapping in the context of marketing - Questions to solve in marketing - How to create a journey map for marketing - Typical challenges of introducing journey mapping to marketing Check out the original article, including example journey maps and other details, on https://www.smaply.com/blog/journey-mapping-in-marketing Creat your own journey map on www.smaply.com Learn more about experience innovation on www.smaply.com/blog0 comments0
- Journey mapping in bankingLike many other sectors, the world of banking is facing persistent pressure to innovate within a society undergoing rapid technological, environmental and social change. Due to these changes, the way we engage with banks and access money isn't the same as it was five years ago. Short: the customer experience in banking has changed – and it's highly likely it won't be the same five years from now into the future. In this session we discuss: - Customer journey mapping in the context of banking - Customer experience questions to solve in banking - How to create a journey map for banking? - Typical challenges of introducing journey mapping to banking Check out the original article, including example journey maps and other details, on https://www.smaply.com/blog/journey-mapping-in-banking0 comments0
- Journey mapping in SaaSAs a software-as-a-service company that develops SaaS tools for journey mapping, this topic is at the very heart of our culture. Throughout the last few years, journey mapping has grown deeper and deeper into our daily routines, now we are using it along the entire business lifecycle, with the entire team, and not only on an operational level but also on a strategic level too. We have loads to tell about journey mapping in SaaS, however, we will try to balance this out and extract the most crucial points from this approach that we think are most relevant for other companies that provide entirely or partly digital solutions: - The relevance of journey mapping in SaaS - Customer experience questions to solve in SaaS - How to create a journey map for SaaS - Typical challenges of introducing journey mapping to SaaS Check out the original article, including example journey maps and other details, on https://www.smaply.com/blog/journey-mapping-saas Creat your own journey map on www.smaply.com Learn more about experience innovation on www.smaply.com/blog0 comments0
- Innovating experiences with service design | Smaply podcast Apr 2 · 38m Ask Marc – Service design workshopsIn 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? Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-service-design-workshops Overview [2:00] Introduction [10:45] What are the upsides and downsides of in-person and digital workshops? [13:25] What is your advice for the duration of an online workshop? [15:35] Is there an optimal size in terms of people for a workshop? [21:50] Do you think the future will be to be physically in a workshop, but using a digital tool to work together? [24:00] How do you manage more dominant workshop attendees to make sure there is an even amount of interaction? [30:10] Can you talk a little bit about the best ways to co-create with users in a workshop setting? Do they participate just like other participants? How do you best facilitate that co-creation? [33:45] In a journey mapping team, how do you use the breakout rooms? And how do you keep an overview and a shared understanding of the journey?0 comments0
- Ask Marc – Measuring service design impactHow 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. Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-measuring-service-design Overview [2:35] Introduction [10:40] How can emotional impact be measured the best? [16:40] What is a reasonable expectation is for a company in their first year of their journey mapping journey? [21:15] How frequently is it okay to ask customers to take a survey? [25:50] Do you have any tips on what kind of approach one should follow for conducting research in an environment of involuntary consumers? [28:00] How can you best share qualitative data to people with a quantitative background in a way that is compelling for them? [30:10] Would you measure the service design impact on employees in the same way that you would do for customers? [31:10] How do you measure the value of service designer contribution when there are multiple projects with overlapping KPIs running? [33:00] In the pre-service phase what are some practical ways that companies can manage customer expectations? [35:10] Would you say that service design must always have some measurable impact or are there moments when it can be justified by knowing that a redesign is important?0 comments0
- Ask Marc – Methodology silosPeople 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! Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-methodology-silos Overview [03:13] Introduction [09:20] Service design vs. design thinking? [12:20] Service design vs. product design? [13:55] What are UX designers duties and what skills do they need? [18:50] How to introduce or prove the value of customer journey maps to process engineers? [20:40] How totry and discern whether a company does the design process well? [23:45] Is there anything specific I need to learn if I want to become a service designer? [26:00] Activities, methods or tips that help to break out of siloed thinking [29:50] Resources for people who are learning on a done-well version of the process0 comments0
- Ask Marc – Stakeholder mapsIn 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. Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-stakeholder-maps Overview [01:40] Introduction [07:25] Who should complete a stakeholder map? [09:30] How do stakeholder maps interact with other features of Smaply? [12:10] What are best practices for identifying stakeholders for digital transformation in the public sector? [18:50] How do you explore and identify conflicts between stakeholders? [21:20] How frequently do systems change and therefore also the system maps? [22:45] How do you find and choose relevant stakeholders? [25:10] Who are we putting at the center and how complex do we want to make our maps?0 comments0
- Ask Marc – Journey map repositoriesIn this session we talked about journey map hierarchies, how to connect journeys within departments, and how a repository helps standardize customer centricity activities. Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-journey-map-repositories Overview [05:30] Introduction [14:20] How can you establish links and enable traceability between customer and operations / organization metrics using repositories? [18:10] What is a good way to connect all the different journeys within one company? [20:00] How could journey map repositories work for journey maps that cover journeys across all kinds of different government agencies that work independently? [21:45] How do you operationalize this if you are for example a bank? [27:20] What are the biggest barriers for implementing such a method in large organizations and how do I overcome these barriers? [31:00] How can you realign journey mapping activities between departments? [34:25] How do you cope with data security when linking real-time data that we talked about to a repository like this? [37:10] What is a boundary object? [38:00] Is a repository of templates and taxonomy that can standardize journey mapping a good place to start? [39:00] Which government did a journey map from life events that you spoke about earlier? Is it possible to share that information?0 comments0
- Ask Marc – Customer experience researchIn this session, we discussed how to research experiences of customers, employees, citizens or other stakeholders and use the data on journey maps. Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-experience-research Overview [01:35] Introduction [07:15] How do you get to good quality results with limited budgets? [16:58] When do you suggest which UX research method to use? [20:20] What are examples of ethnographic research? [24:00] How do you calculate the cost for each research method? [28:05] How do you review research data to highlight assumptions, without questioning others' abilities, if someone else collected the data? [31:06] Do you recommend that customers also use the ExperienceFellow app? [31:45] Can we get a full GPS map that records a full route without having to record all the experience points?0 comments0
- Innovating experiences with service design | Smaply podcast Mar 12 · 30m Ask Marc – Personas on journey mapsHow 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. Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-personas-on-journey-maps Overview [03:28] How many personas are too many? Can you get too granular? [06:15] What kind of persona is useful for developing a TV channel and how do you use personas in a media project? [11:18] How can you use a journey map to best show how different personas meet or interact with each other? [17:15] How do you work with complex maps where you have loads of stakeholders? [21:22] Is there one-on-one mapping between personas and the organization stakeholders? [23:50] When does it make sense to have multiple personas on one map, versus one journey map per persona? [25:53] How do you rate the emotional side?0 comments0
- Ask Marc – PersonasHow do personas differ from market segments and other constructs, how to create and update them, and how to successfully embed them in organizations? Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-personas Overview [02:50] What are personas? [04:40] What is the difference between service design tools and methods? [08:30] What's the connection of personas and market segmentation? [10:00] How do organizations use personas? [13:45] What's the difference between personas and similar constructs? [17:30] Who uses personas and when? [20:40] How long do personas last? [22:45] Empathy map versus persona? [24:10] Personas on journey maps [26:00] How to evangelize and share personas within a remote company? [29:25] How can we avoid superficial personas? [31:30] How do you design behavioral personas? [34:50] How to incorporate personas into a design or development process?0 comments0
- Ask Marc – Journey map operationsAn introduction to journey map operations, a customer-centric management tool for agile organizations and dig into how to embrace this approach in their organizations. Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-journey-map-operations Overview [03:00] Workshop maps, project maps and management maps [07:00] How to get started with journey map operations [08:10] What’s the operations part about? [12:17] How to structure journey maps from macro to micro levels in Smaply? [14:30] Can you connect all the different journeys? [15:00 and 17:40] Is there an example for maps in a map? [15:40] How much time does it take to set up an initial journey map? [19:30] Who should update journey maps and how frequently? [23:05] Should everyone contribute or is it better to limit it to a few people? [24:00] How would you support teams as an external? [27:30] In your own journey map ops, what details are you focusing on? [31:00] Who is usually in charge of the management of the journey maps?0 comments0
- Ask Marc – Insights from the SDGC19In this episode we talk about the Service Design Global Conference 2019, news from the service design field and learnings and insights from recent developments. Please find the video, transcript, screenshots, and more resources on this episode on https://www.smaply.com/blog/sdgc19-webinar Overview [03:00] How was your experience at the SDGC19? [06:20] What was your workshop on journey map operations about? [07:40] What are the different levels of a journey map? [15:30] What is a typical mistake that organizations commit when looking at their CX? [19:12] Do you need to plan different journeys in advance? [21:10] What are the benefits and downsides of customer journey mapping software? [22:35] How would you define third-level maps? [25:00] Where do you start when you’re building that hierarchy of maps? [27:12] How to recruit participants for customer or user research? [30:30] What is your advice for someone starting a service design agency in an evolving market? [33:43] Is there a definition for a journey map? [37:10] What roles or people are necessary in a journey mapping workshop? [42:20] How do organizations manage it to keep a large number of journeys organized?0 comments0
- Ask Marc – Employee experienceHow can employee experience help you bring service design to your organization and what projects you can tackle at the beginning? Please find the video, transcript, screenshots, and more resources on this episode on https://www.smaply.com/blog/ask-marc-employee-experience Overview [02:46] Is employee experience a good thing to start with service design in an organization? [07:11] Do you rather suggest a short term research or a long term research to learn more about employee experience? [11:04] How can I motivate employees to participate in the employee experience and get buy in for such activities? [13:16] Is it better to follow several initiatives for a better employee experience, or integrate them to a single one driven by service design? [15:32] How do you deal with the fact that team participants are users too of a possible solution? [17:52] How do you build trust among stakeholders when working on a service design project focused on employee experience? [24:34] When should I do a journey map when the blueprint and process map? [28:22] What are your tips for getting started with prototyping, especially for non-digital experiences? [30:47] What synergies do you identify between service design and agile?0 comments0
✋ Yay! You have heard it all
Podcast hosts
No host has claimed this podcast yet, if you are the host you can verify ownership by claiming this podcast
Keywords
© Smaply by More than Metrics
