Podcast appearances and mentions of marc stickdorn

Vom Skilehrer in Mayrhofen (Zillertal) zum internationalen Bestsellerautor und Berater rund um das Thema »Service Design«. Marc Stickdorn ist ein wahrer Experte im Bereich »Service Design«. Das Thema faszinierte Marc bereits während seiner Zeit im Tourismus. Jedoch fehlte ihm damals noch die Begrifflichkeit des Themas.  Am MCI entwickelte er sich weiter und wurde so zum Autoren, Berater und zum Unternehmer.  Bei »Service Design« geht es darum, die Bedürfnisse der Kund:innen zu erfassen. Man merkt sehr schnell, dass Marc das nicht nur sagt, sondern auch lebt. Mit dem Produkt »Smaply« erkannte er nämlich das Bedürfnis des Marktes, auf einem sehr einfachen Weg die Customer-Journey darzustellen.   Im Podcast-Interview spricht Marc Stickdorn mit Podcast-Host Robert Pacher über seinen Werdegang, Service Design, Messbarkeit, Kund:innenzufriedenheit und Customer Journeys.  ⬇️ **Marc Stickdorn** Co-Founder & CEO bei Smaply © Bild, Marc Stickdorn / More than Metrics GmbH - Impressum: [www.littletalks.fm/impressum](https://littletalks.fm/impressum/) Haftungsausschluss: [www.littletalks.fm/haftungsausschluss](https://littletalks.fm/haftungsausschluss/) © Bild little talks, ML Photographie / Martin Ludwig - **Haftungsausschluss** Die bereitgestellten Informationen dienen ausschließlich allgemeinen Informationszwecken. Alle Informationen der Website/des Podcasts werden nach bestem Wissen und Gewissen zur Verfügung gestellt. Wir geben jedoch keinerlei ausdrückliche oder stillschweigende Zusicherungen oder Garantien in Bezug auf die Richtigkeit, Angemessenheit, Gültigkeit, Zuverlässigkeit, Verfügbarkeit oder Vollständigkeit der Informationen. Unter keinen Umständen haften wir Ihnen gegenüber für Verluste oder Schäden jeglicher Art, die durch die Nutzung der Website/des Podcasts oder durch das Vertrauen auf die bereitgestellten Informationen entstanden sind. Die Nutzung der Website/des Podcasts und Ihr Vertrauen in die Informationen erfolgt ausschließlich auf Ihr eigenes Risiko. Dieser Haftungsausschluss wurde mit dem [Disclaimer-Generator](https://termly.io/de/produkte/disclaimer-generator/) von Termly erstellt. **Haftungsausschluss für externe Links dritter** Die Website und andere Podcast-Plattformen können Links zu anderen Websites oder Inhalten, die Dritten gehören oder von ihnen stammen, oder Links zu Websites und Funktionen in Bannern oder anderer Werbung enthalten. Solche externen Links werden von uns nicht untersucht, überwacht oder auf Richtigkeit, Angemessenheit, Gültigkeit, Zuverlässigkeit, Verfügbarkeit oder Vollständigkeit geprüft. Wir übernehmen keine Garantie oder Verantwortung für die Richtigkeit oder Zuverlässigkeit von Informationen, die von Websites Dritter angeboten werden, die über die Website/Podcast-Plattformen verlinkt sind, oder von Websites oder Funktionen, die in Bannern oder anderer Werbung verlinkt sind. Wir sind weder an Transaktionen zwischen Ihnen und Drittanbietern von Produkten oder Dienstleistungen beteiligt noch in irgendeiner Weise für die Überwachung solcher Transaktionen verantwortlich. **Professioneller Haftungsausschluss** Die Website/der Podcast kann und wird keine finanzielle, medizinische, rechtliche, gesundheitliche, therapeutische, psychologische, psychiatrische Beratung enthalten. Die finanziellen, medizinischen, rechtlichen, gesundheitlichen, therapeutischen, psychologischen, psychiatrischen Informationen werden nur zu allgemeinen Informations- und Bildungszwecken bereitgestellt und sind kein Ersatz für eine professionelle Beratung. Dementsprechend empfehlen wir Ihnen, sich mit den entsprechenden Fachleuten zu beraten, bevor Sie auf der Grundlage solcher Informationen Maßnahmen ergreifen. Wir bieten keinerlei finanzielle, medizinische, rechtliche, gesundheitliche, therapeutische, psychologische, psychiatrische Beratung an. Die Nutzung von oder das Vertrauen auf Informationen, die auf dieser Website/im Podcast enthalten sind, erfolgt ausschließlich auf Ihr eigenes Risiko.

Send us a textIn this festive bonus episode of Service Design YAP, we sit down with Adam St John Lawrence to understand how he uses tactics and techniques from theatre in his design work.Adam, the goatee sporting GOAT of Service Design, draws on an "eclectic" background that includes farming and psychology (plus some bouncing and stripping), to offer some radical challenges to design's dusty  “best practices”.  He a natural raconteur who  tell stories and shares insight that everyone will find funny and enlightening in equal measure. Enjoy your break, how ever you spend it.Let us know what you think about the episode on our Insta account ; tell us which podcasts are inspiring you and  who you think  we should interview next. https://www.linkedin.com/in/stickdorn?utm_source=share&utm_campaign=share_via&utm_content=profile&utm_medium=ios_appThe YAP team will see you in 2025.  Please note, no rubber chickens were harmed in the making of this episode. Links from this episode:https://www.thiagi.com/game-designhttps://www.appliedimprovisationnetwork.org/Adam, Marc Stickdorn,  Markus Hormeß and Jacob Schneider's book This is Service Design Doing.Service Design YAP is developed and produced by the Service Design Network UK Chapter.Its aim is to engage and connect the wider Service Design community. Episode Host: Stephen Wood Production Assistance: Jean Watanya

We discuss how Marc's book, "This is Service Design Thinking," has affected us and the wider service design movement. We also have thoughtful conversations about our experiences and how they have shaped our viewpoints and how we see the future.

Fast-track your career with our 12-week training programme: https://www.thisishcd.com/coaching-mentoring-for-innovators-change-makers Today on the podcast, I'm delighted to welcome Elliott Nelson, Chief HX Officer, which is Human Experience Officer at HXWISE in the US. Now we connected through my good friend and our good friend, Marc Stickdorn in 2023, and had great conversations about the complicated processes within the world of HR and employee experience. So this episode is really for anyone who has been wondering about using service design methods. For employee experience. Elliott is truly awesome. He was a fantastic guest. I know you're going to find it really interesting to listen to him. I know you're going to love this episode. So let's jump straight in. linkedin.com/in/elliott-nelson-392343

Fast-track your career with our 12-week training programme: https://www.thisishcd.com/coaching-mentoring-for-innovators-change-makers In this episode, stand in host Richard McMurray, service designer from the UK, meets Maren Hotvedt, service designer at Atlassian in the U.S., and Marc Stickdorn, service design expert from Austria. They delve into the world of customer journey management operations and discuss the practical application of journey maps as decision-making tools within organizations. Our host and guests share insights from their experiences, emphasizing the need for flexibility, scalability, and effective communication across teams. linkedin.com/in/marenhotvedt linkedin.com/in/stickdorn linkedin.com/in/richardmcmurray

In this interesting book review, we take a unique perspective on "Design Thinking" by examining three books: 'Design Thinking: Integrating Innovation, Customer Experience, and Brand Value' by Thomas Lockwood, 'Design Thinking: Understand – Improve – Apply' by Hasso Plattner, and 'This is Service Design Thinking: Basics, Tools, Case' by Marc Stickdorn and Jakob Schneider. What makes this review different is that we not only talk about stages of "Design Thinking" from these books, but also go deeper to add one more important stage to the "Design Thinking". Besides the main five stages —exploration, identification, ideation, visualization, and evaluation— there's one more stage: presentation. "Design Thinking" doesn't just change how we innovate, but it's also a thoughtful way to meet a need from the customer's point of view.

Alvin Schexnider is an emancipatory designer and a business operations strategist who helps institutions become more effective, just, citizen-centered, and innovative. He has 15 years of experience in leadership across design, strategy, equity, and business operations in the government, nonprofit and for-profit spaces. Currently he is a part of Capital One's Equity and Design team as a senior equity design strategist. Outside his day-to-day work, he runs GraffitiVersal, an organization that makes resources to inspire, elevate, and catalyze change. GraffitiVersal's latest release is called A Continuum of Freeing Design and Vigorous Futures, a card deck detailing an approach for designing for both equitable and just outcomes in the present, and for thriving worlds in the future. We talk about bringing human-centered design to operations and human resources.   Listen to learn about: Alvin's roundabout road into design Alvin's experiences at the Greater Good Studio Using design at the Illinois Department of Health during the COVID-19 pandemic Alvin's role as Senior Equity Design Strategist at Capital One   Our Guest Alvin (he/him) is a designer, futurist, strategist, and illustrator. He's a right brain / left brained DesignOps leader, with 10 + years of tri-sector people management, who uses foresight and equity to build and vitalize impactful organizations. He leverages his 15 years of experience and leadership across strategy & business operations, multidisciplinary design (service design, human-centered design, equity design), and org change to drive concepting, adoption, and implementation of major initiatives. At present, he is a Manager, Design Practice & Equity Design on Capital One's Experience Strategy & Operations Team; previously, he was Sr. Equity Design Strategist in its Equity by Design Program. Before this role, he was Chief People Officer of the Illinois Department of Human Services (IDHS - agency budget of $9 Billion), focused on improving the experience of 14,000 staff while leading a department of 130 people, and before that, he was also Senior Operations Lead for IDHS focusing on strategy, bizops, and service design projects. Alvin began to build capacity in human-centered design as the first Director of Design Operations at Greater Good Studio, a human-centered design firm that works with global foundations, government agencies, and national NGOs. Outside of his day job, Alvin is also Founder & Organizer of GraffitiVersal — an emancipatory lab using design, art, foresight, & Afrofuturism for change. GraffitiVersal's Racial DeckEquity Cardset & Continuum of Freeing Design & Vigorous Futures CardDeck have been used at organizations such as: Meta, LAB at OPM, Univ. of Chicago, and Slalom Consulting. He's also the author of A Kids Book About Radical Dreaming (via A Kids Co.) and is currently writing & illustrating his first Afrofuturist graphic novel for middle schoolers through the Sequential Artists Workshop's Graphic Novel Intensive. Besides hanging with his partner and 2 kids, you'll find him reading N.K. Jemisin or a Black Panther comic book.   Show Highlights [00:39] Alvin's love of art and storytelling started early, as a kid creating his own comics. [05:06] Starting college as a PolySci major with plans to be a lawyer. [07:18] The moment Alvin realized he didn't want to pursue law as a career. [07:56] Moving on to business management studies, and his time in Beijing. [09:02] Starting his business career at Abbott Laboratories and returning to China. [13:21] Sidestepping away from for-profit into mission-driven and non-profit spaces. [15:14] Realizing he had a knack for business operations and systems thinking. [16:47] How his time as Director of Operations at Greater Good Studio transformed his thinking and started him on his own path into design. [21:07] Immersing himself in design spaces and in learning design. [21:57] Taking all he'd learned about human-centered design into his next job — COO of Erie Neighborhood House Services. [23:52] Getting recruited to work for the Illinois Department of Human Services. [27:10] During the COVID-19 pandemic, Alvin used design to help shape the department's response. [29:19] Redesigning policies and spaces to keep staff healthy as essential workers. [35:27] Taking over as the head of HR for the department, and working on improving employee experience. [38:33] Alvin's current role as the Senior Equity Design Strategist for Capital One's Equity by Design team. [43:06] You don't have to be an official designer to use design in your work.   Links Alvin Schexnider on LinkedIn Alvin Schexnider on Medium GraffitiVersal GraffitiVersal on Instagram A Kids Book About Radical Dreaming (A Kids Co Publishing) by Alvin Schexnider - recently released! Wakanda Forever - A Film Review - Human Futures Magazine AIGA Chicago Podcast - Designing For: Equity Interview with Slalom Consulting Continuum Deck of Freeing Design & Vigorous Futures Traveling through the spacetime continuum to escape racism   Books Recommendations Kindred, by Octavia Butler We Do This Til We Free Us, by Mariame Kaba Black Panther: A Nation Under Our Feet, by Ta Nehisi Coates Design Justice: Community-Led Practices to Build the Worlds We Need, by Sasha Costanza-Chock This is Service Design Doing, by Marc Stickdorn, Markus Hormess, and Adam Lawrence Afrofuturism: The World of Black Sci-Fi and Fantasy Culture, by Ytasha Womack Far Sector, by N.K. Jemisin Employee Experience: Develop a Happy, Productive and Supported Workforce for Exceptional Individual and Business Performance, by Ben Whittier Emergent Strategy: Shaping Change, Changing Worlds, by Adrienne Maree Brown Good Services: How to Design Services that Work, by Louise Downe Drawn Together, by Minh Lê and Dan Santat   Other Design Thinking 101 Episodes You Might Like Designing for the Greater Good, Strategy + Design Thinking, and Measuring Design Thinking with Jeanne Liedtka — DT101 E1 Critical and Emancipatory Design Thinking with Lesley-Ann Noel — DT101 E57 5.5 Things Every Designer Should Know About: The Opioid Overdose Epidemic (Part 1) with Stacy Stanford — DT101 E102

Alvin Schexnider is an emancipatory designer and a business operations strategist who helps institutions become more effective, just, citizen-centered, and innovative. He has 15 years of experience in leadership across design, strategy, equity, and business operations in the government, nonprofit and for-profit spaces. Currently he is a part of Capital One's Equity and Design team as a senior equity design strategist. Outside his day-to-day work, he runs GraffitiVersal, an organization that makes resources to inspire, elevate, and catalyze change. GraffitiVersal's latest release is called A Continuum of Freeing Design and Vigorous Futures, a card deck detailing an approach for designing for both equitable and just outcomes in the present, and for thriving worlds in the future. We talk about bringing human-centered design to operations and human resources.   Listen to learn about: Alvin's roundabout road into design Alvin's experiences at the Greater Good Studio Using design at the Illinois Department of Health during the COVID-19 pandemic Alvin's role as Senior Equity Design Strategist at Capital One   Our Guest Alvin (he/him) is a designer, futurist, strategist, and illustrator. He's a right brain / left brained DesignOps leader, with 10 + years of tri-sector people management, who uses foresight and equity to build and vitalize impactful organizations. He leverages his 15 years of experience and leadership across strategy & business operations, multidisciplinary design (service design, human-centered design, equity design), and org change to drive concepting, adoption, and implementation of major initiatives. At present, he is a Manager, Design Practice & Equity Design on Capital One's Experience Strategy & Operations Team; previously, he was Sr. Equity Design Strategist in its Equity by Design Program. Before this role, he was Chief People Officer of the Illinois Department of Human Services (IDHS - agency budget of $9 Billion), focused on improving the experience of 14,000 staff while leading a department of 130 people, and before that, he was also Senior Operations Lead for IDHS focusing on strategy, bizops, and service design projects. Alvin began to build capacity in human-centered design as the first Director of Design Operations at Greater Good Studio, a human-centered design firm that works with global foundations, government agencies, and national NGOs. Outside of his day job, Alvin is also Founder & Organizer of GraffitiVersal — an emancipatory lab using design, art, foresight, & Afrofuturism for change. GraffitiVersal's Racial DeckEquity Cardset & Continuum of Freeing Design & Vigorous Futures CardDeck have been used at organizations such as: Meta, LAB at OPM, Univ. of Chicago, and Slalom Consulting. He's also the author of A Kids Book About Radical Dreaming (via A Kids Co.) and is currently writing & illustrating his first Afrofuturist graphic novel for middle schoolers through the Sequential Artists Workshop's Graphic Novel Intensive. Besides hanging with his partner and 2 kids, you'll find him reading N.K. Jemisin or a Black Panther comic book.   Show Highlights [00:39] Alvin's love of art and storytelling started early, as a kid creating his own comics. [05:06] Starting college as a PolySci major with plans to be a lawyer. [07:18] The moment Alvin realized he didn't want to pursue law as a career. [07:56] Moving on to business management studies, and his time in Beijing. [09:02] Starting his business career at Abbott Laboratories and returning to China. [13:21] Sidestepping away from for-profit into mission-driven and non-profit spaces. [15:14] Realizing he had a knack for business operations and systems thinking. [16:47] How his time as Director of Operations at Greater Good Studio transformed his thinking and started him on his own path into design. [21:07] Immersing himself in design spaces and in learning design. [21:57] Taking all he'd learned about human-centered design into his next job — COO of Erie Neighborhood House Services. [23:52] Getting recruited to work for the Illinois Department of Human Services. [27:10] During the COVID-19 pandemic, Alvin used design to help shape the department's response. [29:19] Redesigning policies and spaces to keep staff healthy as essential workers. [35:27] Taking over as the head of HR for the department, and working on improving employee experience. [38:33] Alvin's current role as the Senior Equity Design Strategist for Capital One's Equity by Design team. [43:06] You don't have to be an official designer to use design in your work.   Links Alvin Schexnider on LinkedIn Alvin Schexnider on Medium GraffitiVersal GraffitiVersal on Instagram A Kids Book About Radical Dreaming (A Kids Co Publishing) by Alvin Schexnider - recently released! Wakanda Forever - A Film Review - Human Futures Magazine AIGA Chicago Podcast - Designing For: Equity Interview with Slalom Consulting Continuum Deck of Freeing Design & Vigorous Futures Traveling through the spacetime continuum to escape racism   Books Recommendations Kindred, by Octavia Butler We Do This Til We Free Us, by Mariame Kaba Black Panther: A Nation Under Our Feet, by Ta Nehisi Coates Design Justice: Community-Led Practices to Build the Worlds We Need, by Sasha Costanza-Chock This is Service Design Doing, by Marc Stickdorn, Markus Hormess, and Adam Lawrence Afrofuturism: The World of Black Sci-Fi and Fantasy Culture, by Ytasha Womack Far Sector, by N.K. Jemisin Employee Experience: Develop a Happy, Productive and Supported Workforce for Exceptional Individual and Business Performance, by Ben Whittier Emergent Strategy: Shaping Change, Changing Worlds, by Adrienne Maree Brown Good Services: How to Design Services that Work, by Louise Downe Drawn Together, by Minh Lê and Dan Santat   Other Design Thinking 101 Episodes You Might Like Designing for the Greater Good, Strategy + Design Thinking, and Measuring Design Thinking with Jeanne Liedtka — DT101 E1 Critical and Emancipatory Design Thinking with Lesley-Ann Noel — DT101 E57 5.5 Things Every Designer Should Know About: The Opioid Overdose Epidemic (Part 1) with Stacy Stanford — DT101 E102

English interview starts from 30:00 竟然來了一位設計名人: Marc Stickdorn，他是那本著名的服務設計黑皮書的作者，活躍在各大歐洲客戶中，用策略角度導入服務設計。 這一集有關服務設計的導入，務實地從內部流程開始，如何用正確的語言，找到同盟，並且推廣到更策略性、商業價值更高的情境。 他也稍微透露了下本書的 This is journey mapping 的安排和構想，來聽聽世界上最有名(之一)的設計師在想什麼吧！ 節目中提到的白皮書: https://www.smaply.com/blog-whitepaper-download?session=scaling-service-design --- Service Design Network 服務設計陣線 2023 年的 Service Design Global Conference 即將於 11/5-11/6 於德國柏林舉行，有興趣歡迎使用折扣碼 DESIGNNOMADSSDGC 購買 10% 折扣的 virtual ticket 線上參與年度盛事！ --- Powered by Firstory Hosting

Diana Sonis is a passionate believer in holistic 360 strategy and design, with extensive expertise in UX and CX design, service design, and design thinking. Lis Hubert is an acclaimed design and strategy thought leader, writer, and speaker with extensive experience in digital strategy, customer experience, information architecture, and design. Together, they founded CX by Design, a human-centered design company that helps businesses design people-centric products, services, and organizational systems in order to create exceptional customer experiences.  Listen to learn about: Customer experience design Near- versus long-term strategy Helping organizations make design thinking part of their internal processes What exactly is innovation? Systemic innovation Designing for customer intent  Our Guests: Diana Sonis Diana is a passionate believer in holistic, 360 strategy and design, with extensive expertise in UX Design, CX Design, Service Design, and the Design Thinking methodology.  As founding partner of CX by Design, Diana's mission is to identify nuggets of opportunity within an organization, reorient its existing systems and structures to improve the human experience, help others extend their thinking, and drive material business advantage.  Having designed, built, and successfully sold several companies, Diana works to help businesses shape abstract concepts into concrete online and offline experiences that respond to the needs and motivations of real people.  When she's not solving strategic challenges, Diana can be found in pursuit of good coffee everywhere. Lis Hubert Lis is an acclaimed design and strategy thought leader, writer, and speaker with extensive expertise in Digital Strategy, Customer Experience, Information Architecture, and Design Thinking.  As founding partner of CX by Design, she has made it her mission to help companies meet their strategic goals. She does so by making the invisible visible through research, making the complex simple through her unique perspective, and bringing understanding and meaning through expert facilitation.  With over a decade of designing successful products and strategies for clients of all sizes, her passion lies in helping her partners think holistically about driving, and enacting, real change. Lis helps businesses not only increase their bottom line, but also their longevity through customer loyalty. When not tackling complex strategic problems, you can find Lis traveling the world enjoying the human experience to the fullest.    Show Highlights [01:18] Diana and Lis talk about their paths into design and customer experience. [07:04] How Lis and Diana approach systems design. [08:11] The three components of a business ecosystem. [09:03] Gauging the health of the business based on the components. [11:27] Lis' and Diana's business backgrounds and how it's helpful for the work they do now. [12:37] Near-term strategy versus long-term strategy. [13:40] Strategy is no good without a roadmap and a process. [16:25] Working backwards from the goal to create the map to get there. [18:38] Why CX by Design starts their weekly client meetings with a few minutes of non-work-related chat. [20:58] Helping clients see the potential of design thinking as a problem-solving method. [24:32] Getting an entire organization to shift into thinking like a designer. [26:47] Creating a culture of innovation. [27:39] CX by Design's “sweet spot.” [28:24] What is innovation? [29:26] The importance of language in an organization's innovation culture. [31:56] The concept of systemic innovation. [33:40] Design for customer intent. [35:32] Looking for ways customer intent and a business' core values interconnect. [36:08] Diana and Lis use the company Patagonia as an example. [38:48] How CX by Design uses information architecture tools in their work. [43:43] Books Lis and Diana recommend that have influenced their work.   Links Diana on LinkedIn Diana on Twitter Diana on Medium Diana's website Diana's articles on UX Booth Diana's articles on boxes and arrows Lis on LinkedIn Lis on Twitter Lis on Medium Lis' personal website Lis' professional website Lis on Women Talk Design Lis' articles at UX Magazine Lis' articles on boxes and arrows Lis' articles on UX Booth CX by Design – sign up for their newsletter CX by Design on Twitter   Book Recommendations Who Do We Choose to Be?: Facing Reality, Claiming Leadership, Restoring Sanity, by Margaret J. Wheatley Pervasive Information Architecture: Designing Cross-Channel User Experiences, by Andrea Resmini and Luca Rosati Ten Types of Innovation: The Discipline of Building Breakthroughs, by Larry Keeley, Helen Walters, Ryan Pikkel, and Brian Quinn The Compass and the Nail: How the Patagonia Model of Loyalty Can Save Your Business, and Might Just Save the Planet, by Craig Wilson and Kyle Tait Crucial Conversations: Tools for Talking When Stakes are High, Third Edition, by Joseph Grenny, Kerry Patterson, Ron McMillan, Al Switzler, and Emily Gregory The Design of Business: Why Design Thinking is the Next Competitive Advantage, by Roger Martin Designing for Growth: A Design Thinking Tool Kit for Managers, by Jeanne Liedtka and Tim Ogilvie This Is Service Design Doing: Applying Service Design Thinking in the Real World, by Marc Stickdorn, Markus Hormess, Adam Lawrence, and Jakob Schneider   Other Design Thinking 101 Episodes You Might Like Design Thinking for the Public Sector + Building and Training Design Thinking Teams with Stephanie Wade — DT101 E14 Civic Design + Innovation Ops + System Design with Ryann Hoffman — DT101 E62 Employee Experience by Design: How to Create an Effective EX for Competitive Advantage with Belinda Gannaway — DT101 E75

Diana Sonis is a passionate believer in holistic 360 strategy and design, with extensive expertise in UX and CX design, service design, and design thinking. Lis Hubert is an acclaimed design and strategy thought leader, writer, and speaker with extensive experience in digital strategy, customer experience, information architecture, and design. Together, they founded CX by Design, a human-centered design company that helps businesses design people-centric products, services, and organizational systems in order to create exceptional customer experiences.  Listen to learn about: Customer experience design Near- versus long-term strategy Helping organizations make design thinking part of their internal processes What exactly is innovation? Systemic innovation Designing for customer intent  Our Guests: Diana Sonis Diana is a passionate believer in holistic, 360 strategy and design, with extensive expertise in UX Design, CX Design, Service Design, and the Design Thinking methodology.  As founding partner of CX by Design, Diana's mission is to identify nuggets of opportunity within an organization, reorient its existing systems and structures to improve the human experience, help others extend their thinking, and drive material business advantage.  Having designed, built, and successfully sold several companies, Diana works to help businesses shape abstract concepts into concrete online and offline experiences that respond to the needs and motivations of real people.  When she's not solving strategic challenges, Diana can be found in pursuit of good coffee everywhere. Lis Hubert Lis is an acclaimed design and strategy thought leader, writer, and speaker with extensive expertise in Digital Strategy, Customer Experience, Information Architecture, and Design Thinking.  As founding partner of CX by Design, she has made it her mission to help companies meet their strategic goals. She does so by making the invisible visible through research, making the complex simple through her unique perspective, and bringing understanding and meaning through expert facilitation.  With over a decade of designing successful products and strategies for clients of all sizes, her passion lies in helping her partners think holistically about driving, and enacting, real change. Lis helps businesses not only increase their bottom line, but also their longevity through customer loyalty. When not tackling complex strategic problems, you can find Lis traveling the world enjoying the human experience to the fullest.    Show Highlights [01:18] Diana and Lis talk about their paths into design and customer experience. [07:04] How Lis and Diana approach systems design. [08:11] The three components of a business ecosystem. [09:03] Gauging the health of the business based on the components. [11:27] Lis' and Diana's business backgrounds and how it's helpful for the work they do now. [12:37] Near-term strategy versus long-term strategy. [13:40] Strategy is no good without a roadmap and a process. [16:25] Working backwards from the goal to create the map to get there. [18:38] Why CX by Design starts their weekly client meetings with a few minutes of non-work-related chat. [20:58] Helping clients see the potential of design thinking as a problem-solving method. [24:32] Getting an entire organization to shift into thinking like a designer. [26:47] Creating a culture of innovation. [27:39] CX by Design's “sweet spot.” [28:24] What is innovation? [29:26] The importance of language in an organization's innovation culture. [31:56] The concept of systemic innovation. [33:40] Design for customer intent. [35:32] Looking for ways customer intent and a business' core values interconnect. [36:08] Diana and Lis use the company Patagonia as an example. [38:48] How CX by Design uses information architecture tools in their work. [43:43] Books Lis and Diana recommend that have influenced their work.   Links Diana on LinkedIn Diana on Twitter Diana on Medium Diana's website Diana's articles on UX Booth Diana's articles on boxes and arrows Lis on LinkedIn Lis on Twitter Lis on Medium Lis' personal website Lis' professional website Lis on Women Talk Design Lis' articles at UX Magazine Lis' articles on boxes and arrows Lis' articles on UX Booth CX by Design – sign up for their newsletter CX by Design on Twitter   Book Recommendations Who Do We Choose to Be?: Facing Reality, Claiming Leadership, Restoring Sanity, by Margaret J. Wheatley Pervasive Information Architecture: Designing Cross-Channel User Experiences, by Andrea Resmini and Luca Rosati Ten Types of Innovation: The Discipline of Building Breakthroughs, by Larry Keeley, Helen Walters, Ryan Pikkel, and Brian Quinn The Compass and the Nail: How the Patagonia Model of Loyalty Can Save Your Business, and Might Just Save the Planet, by Craig Wilson and Kyle Tait Crucial Conversations: Tools for Talking When Stakes are High, Third Edition, by Joseph Grenny, Kerry Patterson, Ron McMillan, Al Switzler, and Emily Gregory The Design of Business: Why Design Thinking is the Next Competitive Advantage, by Roger Martin Designing for Growth: A Design Thinking Tool Kit for Managers, by Jeanne Liedtka and Tim Ogilvie This Is Service Design Doing: Applying Service Design Thinking in the Real World, by Marc Stickdorn, Markus Hormess, Adam Lawrence, and Jakob Schneider   Other Design Thinking 101 Episodes You Might Like Design Thinking for the Public Sector + Building and Training Design Thinking Teams with Stephanie Wade — DT101 E14 Civic Design + Innovation Ops + System Design with Ryann Hoffman — DT101 E62 Employee Experience by Design: How to Create an Effective EX for Competitive Advantage with Belinda Gannaway — DT101 E75

Atuar só na zona de conforto pode matar uma corporação. Aquela que não inova é facilmente descartada. Mas como destravar a inovação corporativa? Para Felipe Novaes, da The Bakery, o segredo é focar na fórmula “inovação é igual ao valor da invenção que ela gera”. Links do episódioO livro "Dar e receber: Uma abordagem revolucionária sobre sucesso, generosidade e influência", de Adam GrantO livro “Inspired: Understanding Creativity: A Journey Through Art, Science, and the Soul”, de Matt Richtel O livro “This Is Service Design Doing”, de Marc Stickdorn, Markus Hormess, Adam Lawrence, e Jakob SchneiderOs livros “Creative Construction: The DNA of Sustained Innovation”, de Gary Pisano_____FALE CONOSCOEmail: news@theshift.info_____ASSINE A THE SHIFTwww.theshift.info

Marc Bolick is the managing partner of the DesignThinkers Group. We're talking about innovation and culture, the future of work and designing value. Listen to learn about: DesignThinkers Group Using design thinking in innovation strategy and projects The future of work Innovative leadership International Development Change management and “corporate antibodies” Our Guest Marc leads DesignThinkers Group, an innovation support firm with consultants across North America and associates in 20 countries. He uses his technical, business and design skills to help organizations ask the right questions and find innovative solutions through human-centered problem solving methodologies. Marc has led projects for a range of multinational brands, non-profits, foundations, NGOs and public sector agencies both in the USA and abroad. He holds an MBA and Master of Business Informatics from Rotterdam School of Management and a BS in Mechanical Engineering from Clemson University. Marc is an inspiring speaker, a probing strategist, a curious observer of human behavior, and a highly experienced group facilitator. Show Highlights [00:59] Marc gives a brief introduction to DesignThinkers Group. [02:00] His early career in mechanical engineering and working for GE. [02:34] Seeing design first-hand in a GE research lab. [03:47] Representing CT service engineers gave him the chance to interact with customers. [05:08] Shifting into product management. [05:45] Becoming an “accidental consultant.” [06:38] Discovering design thinking. [07:50] Incorporating design thinking into his innovation work. [08:10] Jeanne Liedtka's social technology concept. [11:32] Working with clients and showing what's possible with design thinking. [11:58] Learning design thinking isn't just about taking a class. You have to practice it. [12:38] Using design thinking to design the project. [13:07] Creating the guiding star for the project. [15:48] Working with company cultures. [17:41] One of Marc's favorite questions. [19:10] The future of work. [19:48] Echoes of the Industrial Revolution. [20:49] Marc offers thoughts on what makes a strong innovative leader. [22:53] Exploring the opportunities, offered by design thinking and human-centered design, for improving how we work. [23:53] Why Marc doesn't like the term “empathy building.” [24:30] Better connecting with customers leads to better serving them. [27:24] Pitfalls of personas. [28:27] Marc and Dawan talk about using Indi Young's mental models instead of personas in design work. [32:01] Working as a designer and innovator means you're always learning. [32:45] Books and resources Marc recommends. [34:41] Being with clients is Marc's biggest learning space. [35:04] Marc talks about a co-creation workshop DesignThinkers Group did in Cambodia and using design thinking to solve wicked problems. [39:15] Some other projects DesignThinkers Group has worked on. [41:47] Innovation requires putting something of value out into the world. [43:55] Innovation is all about change, and change management. [44:19] A project DesignThinkers Group did with a large corporation that wanted to tackle the issue of gender representation in top leadership roles. [46:21] Corporations and the status quo fight back against change. [47:47] The responsibility designers have to work on better inclusivity and representation in design.  Links Marc on Twitter Marc on LinkedIn DesignThinkers Group DesignThinkers Group on Twitter DesignThinkers Group on LinkedIn Design Talk What is Design Thinking? Delivering Innovative Solutions Through Service Design Thinking With Marc Bolick How Design Thinking Can Take Service to Another Level, interview with Marc Seth Godin Dave Gray Wednesday Web Jam Book Recommendations The Connected Company, by Dave Gray and Thomas Vander Wahl Gamestorming, by Dave Gray and Sunni Brown This is Marketing: You Can't Be Seen Until You Learn to See, by Seth Godin Permission Marketing: Turning Strangers into Friends and Friends into Customers, by Seth Godin This is Service Design Thinking: Basics, Tools, Cases, Marc Stickdorn, Jakob Schneider This Is Service Design Doing: Applying Service Design Thinking in the Real World, by Marc Stickdorn, Markus Hormess, Adam Lawrence, and Jakob Schneider Ten Types of Innovation: The Discipline of Building Breakthroughs, by Larry Keeley, Helen Walters, Ryan Pikkel, and Brian Quinn Other Design Thinking 101 Episodes You Might Like Designing for the Greater Good, Strategy + Design Thinking, and Measuring Design Thinking with Jeanne Liedtka — DT101 E1 Problem Spaces, Understanding How People Think, and Practical Empathy with Indi Young — DT101 E6 Experiencing Design: The Innovator's Journey with Karen Hold — DT101 E71 Looking for a design job? Maybe you'd like mine!

Marc Bolick is the managing partner of the DesignThinkers Group. We're talking about innovation and culture, the future of work and designing value. Listen to learn about: DesignThinkers Group Using design thinking in innovation strategy and projects The future of work Innovative leadership International Development Change management and “corporate antibodies” Our Guest Marc leads DesignThinkers Group, an innovation support firm with consultants across North America and associates in 20 countries. He uses his technical, business and design skills to help organizations ask the right questions and find innovative solutions through human-centered problem solving methodologies. Marc has led projects for a range of multinational brands, non-profits, foundations, NGOs and public sector agencies both in the USA and abroad. He holds an MBA and Master of Business Informatics from Rotterdam School of Management and a BS in Mechanical Engineering from Clemson University. Marc is an inspiring speaker, a probing strategist, a curious observer of human behavior, and a highly experienced group facilitator. Show Highlights [00:59] Marc gives a brief introduction to DesignThinkers Group. [02:00] His early career in mechanical engineering and working for GE. [02:34] Seeing design first-hand in a GE research lab. [03:47] Representing CT service engineers gave him the chance to interact with customers. [05:08] Shifting into product management. [05:45] Becoming an “accidental consultant.” [06:38] Discovering design thinking. [07:50] Incorporating design thinking into his innovation work. [08:10] Jeanne Liedtka's social technology concept. [11:32] Working with clients and showing what's possible with design thinking. [11:58] Learning design thinking isn't just about taking a class. You have to practice it. [12:38] Using design thinking to design the project. [13:07] Creating the guiding star for the project. [15:48] Working with company cultures. [17:41] One of Marc's favorite questions. [19:10] The future of work. [19:48] Echoes of the Industrial Revolution. [20:49] Marc offers thoughts on what makes a strong innovative leader. [22:53] Exploring the opportunities, offered by design thinking and human-centered design, for improving how we work. [23:53] Why Marc doesn't like the term “empathy building.” [24:30] Better connecting with customers leads to better serving them. [27:24] Pitfalls of personas. [28:27] Marc and Dawan talk about using Indi Young's mental models instead of personas in design work. [32:01] Working as a designer and innovator means you're always learning. [32:45] Books and resources Marc recommends. [34:41] Being with clients is Marc's biggest learning space. [35:04] Marc talks about a co-creation workshop DesignThinkers Group did in Cambodia and using design thinking to solve wicked problems. [39:15] Some other projects DesignThinkers Group has worked on. [41:47] Innovation requires putting something of value out into the world. [43:55] Innovation is all about change, and change management. [44:19] A project DesignThinkers Group did with a large corporation that wanted to tackle the issue of gender representation in top leadership roles. [46:21] Corporations and the status quo fight back against change. [47:47] The responsibility designers have to work on better inclusivity and representation in design.  Links Marc on Twitter Marc on LinkedIn DesignThinkers Group DesignThinkers Group on Twitter DesignThinkers Group on LinkedIn Design Talk What is Design Thinking? Delivering Innovative Solutions Through Service Design Thinking With Marc Bolick How Design Thinking Can Take Service to Another Level, interview with Marc Seth Godin Dave Gray Wednesday Web Jam Book Recommendations The Connected Company, by Dave Gray and Thomas Vander Wahl Gamestorming, by Dave Gray and Sunni Brown This is Marketing: You Can't Be Seen Until You Learn to See, by Seth Godin Permission Marketing: Turning Strangers into Friends and Friends into Customers, by Seth Godin This is Service Design Thinking: Basics, Tools, Cases, Marc Stickdorn, Jakob Schneider This Is Service Design Doing: Applying Service Design Thinking in the Real World, by Marc Stickdorn, Markus Hormess, Adam Lawrence, and Jakob Schneider Ten Types of Innovation: The Discipline of Building Breakthroughs, by Larry Keeley, Helen Walters, Ryan Pikkel, and Brian Quinn Other Design Thinking 101 Episodes You Might Like Designing for the Greater Good, Strategy + Design Thinking, and Measuring Design Thinking with Jeanne Liedtka — DT101 E1 Problem Spaces, Understanding How People Think, and Practical Empathy with Indi Young — DT101 E6 Experiencing Design: The Innovator's Journey with Karen Hold — DT101 E71 Looking for a design job? Maybe you'd like mine!

Service design is not new; in fact, today's guests Adam Lawrence and Marc Stickdorn have been writing and teaching service design for more than a decade. But even in that time, the question of a precise definition for service design remains, as Adam points out, “very active.” “Service design is really the design process around … The post 87 / Service Design: Methods & Tools that Improve the User Experience appeared first on ITX Corp..

In 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.

Feb 1 - Journey Map Operations: https://www.thisisdoing.com/courses/journey-map-ops-february-2022 In this episode, Ben MacLaren speaks with Marc Stickdorn (main author of the seminal service design books, This is Service Design Thinking and This is Service Design Doing) about understanding zoom levels and how this related to Marc's framework for Journey Map Operations. The framework helps teams and organisations work better together to manage innovation projects and bridge between organisational silos. Doing Design Festival / https://www.thisisdoing.com/the-doing-design-festival Training / https://www.thisisdoing.com See omnystudio.com/listener for privacy information.

Feb 1 - Journey Map Operations: https://www.thisisdoing.com/courses/journey-map-ops-february-2022 In this episode, Ben MacLaren speaks with Marc Stickdorn (main author of the seminal service design books, This is Service Design Thinking and This is Service Design Doing) about understanding zoom levels and how this related to Marc's framework for Journey Map Operations. The framework helps teams and organisations work better together to manage innovation projects and bridge between organisational silos.  Doing Design Festival / https://www.thisisdoing.com/the-doing-design-festival Training / https://www.thisisdoing.com   See omnystudio.com/listener for privacy information.

The CX Goalkeeper in collaboration with the ECXO had a smart discussion with Mario SeppMario is Owner and Founder of Gastspiel and an Ambassador of the ECXO.In this episode you will learn:some insights on the ECXOwhat are the relevant key components of a CX transformationwhere to focus on at the beginning… and much moreHis book suggestion:- The Lean Startup; Eric Ries- Service Design Thinking; Marc Stickdorn und Jakob Schneider- Service Design Doing; Marc Stickdorn , Markus Hormess, et al.Mario's golden nugget:People are looking for people who keep promises.How to contact Mario:https://www.linkedin.com/in/mario-sepp-647813a0/Thank you, Mario!#customerexperience #leadership #cxgoalkeeper #ecxo #podcast

Doing Design Festival V3 'Better Together' - February 11 2022. Tickets: https://www.thisisdoing.com/the-doing-design-festival It's beginning to feel and look a lot like Christmas, and possibly sound like it - as you'll probably hear I've got a cold - like most of Europe we are all working our way through this whole pandemic - but we are all looking forward to Christmas in my household. So, there's been some updates from chapters, and we have an event happening this coming week in the UK, so will be hearing from Laura Falorni our wonderful chapter lead there. Slack Channel Wow, since the last episode, we had over 100 people join the This is HCD Slack channel. As we work towards leaving Meetup, this is where you will find your local tribe. As we work to build out and work with more community builders - feel free to drop in to the specific spaces on Slack and connect with other like minded people. There's Chapters in there for Canberra, Sydney, Melbourne, Berlin, Cameroon, Ireland and UK. Join our Slack Community: https://www.thisishcd.com/community/slack-community UK event Link to register for that is in the show notes. Even if you're not in the UK, and can make it - pop along - it's open to everyone! GUEST NAME: Paul Bailey TALK: Every year over 1.8 million practical driving tests are conducted in the UK. This completely paper-based service had seen little change in over 25 years and was in desperate need of modernisation. But with a user base reluctant to change and new to the technology, how can you bring everyone along successfully with digital transformation? Paul Bailey, Head of Design within SPARCK, will tell us his journey to digitise and improve and the UK's Practical Driving Test Experience. In this talk, he'll share his insights including… — why focussed user research, co-creation and continuous user engagement, is the shortest route to delivering innovation – what you need to do to successfully pass a Government Digital Services Assessment — how Human-Centred Design adds ‘Oomph!' to Agile and empowers teams to stay laser focussed on user needs whilst delivering outcomes at pace And of course, he'll explain how to design ‘for blind dinosaurs with sausage fingers.'  Register here: https://us06web.zoom.us/meeting/register/tZMtc-6vqjooHtUZ5z-zLeDex41NlWYlEcuO Melbourne There's an event brewing in Melbourne too ‘From practitioner to leader - effective design leadership in a rapidly transforming world" with Susanna Carman. Melbourne is a buzzing community for us and lots going on. This one happens on December 8th and registration details are below. Registration: https://www.meetup.com/this-is-hcd-melbourne/events/282396659/ Doing Design Festival V3 We launched the latest version of the Doing Design Festival and it's set for Feb 11 2022. Featuring some of our best trainers at ThisisDoing.com - including Marc Stickdorn, KA McKercher, Adam Lawrence, Markus Hormess, Renatus Hoogenraad, Adrienne Tan, and Rachael Dietkus - the theme is Better Together. Tickets: https://www.thisisdoing.com/the-doing-design-festival Now, at the time of posting this, there's a handful of early bird tickets available and once they are gone, they are gone folks. The early bird rates for all the courses we run on This is Doing is ONLY available via the newsletter that we run (combined This is HCD and This is Doing). Sign up below for that. https://www.thisishcd.com/community/stay-up-to-date-with-this-is-hcd   See omnystudio.com/listener for privacy information.

Welcome to Bringing Design Closer, the podcast focussed on discussing Designs role in tackling complex societal issues. Our goal is to have conversations that inspire and to help move the dial forward for organisations to become more human-centred in their approach to solving complex business and societal problems. In this episode I speak with Moodi Mahmoudi of Next, a business centred around helping organisations create frameworks for design and innovation within their businesses - we speak about the automation of the role of Designer and what this looks like - and I challenge Moodi about the risks associated with this. Is this something we strive for?  Moodi explains this isn't the intention, but it's removing the mundane elements, and creating experiences that enable designers and innovators to focus more on the craft of DOING their work. We speak about the hyper addiction of orgs striving for more growth - and if this is the driver behind the business - We also cover off the frameworks inside their system that allows others to tap into it - frameworks of Circular Economys by Ellen MacArthur Foundation and also This is Service Design Doing by my colleagues at ThisisDoing.com  I thoroughly enjoyed this conversation and hope you do too! It's a biggy - let's jump into it -  https://app.nextapp.co/signup?utm_campaign=next-hcd https://www.nextapp.co/ Free event with Marc Stickdorn and Moodi Mahmoudi worth attending: https://us02web.zoom.us/webinar/register/4216342274295/WN_o1jqr4EgRa6sAjSDzlHLhg See omnystudio.com/listener for privacy information.

Welcome to Bringing Design Closer, the podcast focussed on discussing Designs role in tackling complex societal issues. Our goal is to have conversations that inspire and to help move the dial forward for organisations to become more human-centred in their approach to solving complex business and societal problems. In this episode I speak with Moodi Mahmoudi of Next, a business centred around helping organisations create frameworks for design and innovation within their businesses - we speak about the automation of the role of Designer and what this looks like - and I challenge Moodi about the risks associated with this. Is this something we strive for?  Moodi explains this isn't the intention, but it's removing the mundane elements, and creating experiences that enable designers and innovators to focus more on the craft of DOING their work. We speak about the hyper addiction of orgs striving for more growth - and if this is the driver behind the business - We also cover off the frameworks inside their system that allows others to tap into it - frameworks of Circular Economys by Ellen MacArthur Foundation and also This is Service Design Doing by my colleagues at ThisisDoing.com  I thoroughly enjoyed this conversation and hope you do too! It's a biggy - let's jump into it -  https://app.nextapp.co/signup?utm_campaign=next-hcd https://www.nextapp.co/ Free event with Marc Stickdorn and Moodi Mahmoudi worth attending: https://us02web.zoom.us/webinar/register/4216342274295/WN_o1jqr4EgRa6sAjSDzlHLhg See omnystudio.com/listener for privacy information.

In this episode, you'll hear from Ann Padley, Head of Faculty at This is Doing, and Marc Stickdorn, author of 'This is Service Design Thinking' and 'This is Service Design Doing' and trainer at This is Doing. We chat about the Journey Map Operations session Marc ran at the June Doing Design Festival and answer some of the top questions from session participants. Marc shares more about how organizations can use journey maps as a dashboard for customer and employee experience and how to get an overview of projects across distributed teams by collecting and building maps into an information system. We cover how to get started by creating an inventory of maps and how to scale up by building a governance system for organizational alignment. For the recording of Marc's session at the Doing Design Festival, visit DoingDesignFestival.com. Links: Take the next Journey Map Ops course with Marc / www.thisisdoing.com/courses/journey-map-ops-september-2021 Watch the Powers of Ten film mentioned in the podcast / www.youtube.com/watch?v=0fKBhvDjuy0 Festival recording tickets / doingdesignfestival.com See omnystudio.com/listener for privacy information.

In this episode, you’ll hear from Ann Padley, Head of Faculty at This is Doing, and Marc Stickdorn, author of 'This is Service Design Thinking' and 'This is Service Design Doing' and trainer at This is Doing.We chat about the Journey Map Operations session Marc ran at the June Doing Design Festival and answer some of the top questions from session participants. Marc shares more about how organizations can use journey maps as a dashboard for customer and employee experience and how to get an overview of projects across distributed teams by collecting and building maps into an information system.We cover how to get started by creating an inventory of maps and how to scale up by building a governance system for organizational alignment.For the recording of Marc’s session at the Doing Design Festival, visit DoingDesignFestival.com. Links: Take the next Journey Map Ops course with Marc / www.thisisdoing.com/courses/journey-map-ops-september-2021 Watch the Powers of Ten film mentioned in the podcast / www.youtube.com/watch?v=0fKBhvDjuy0 Festival recording tickets / doingdesignfestival.com See omnystudio.com/listener for privacy information.

Welcome to the Doing Design podcast on This is HCD. Hosted by all the worlds best live design and innovation trainers at ThisisDoing.com - The Doing Design podcast focusses on all the behind the scenes things related to actually DOING Innovation and Design, such as Design Research, Facilitation, Prototyping, Visualisation - and a great sounding board for industries like Service Design, UX, Content Design and Product Management - In this episode, you’ll hear from myself and Marc Stickdorn author of 'This is Service Design Thinking' and 'This is Service Design Doing' and trainer at This is Doing - We chat about how almost all projects in an organisation impact cx and ex. We speak about how to get an overview of all projects going on across the different teams and departments that impact those experiences. We dive into the back story of Journey Map Operations, Marc's new approach using journey maps as a visual management tool - something that I believe is an amazing framework that can really really help organisations and teams ‘move the dial’ I love chatting with Marc, and as we mention at the top of the episode, has been on This is HCD, now 4-times! But the good news is with Doing Design, you’ll hear much more from Marc in an on-going basis, chatting more around the complexities of Doing Design. Let’s get into it. View Marc's upcoming courses Learn more about This is Doing See omnystudio.com/listener for privacy information.

Welcome to the Doing Design podcast on This is HCD. Hosted by all the worlds best live design and innovation trainers at ThisisDoing.com -  The Doing Design podcast focusses on all the behind the scenes things related to actually DOING Innovation and Design, such as Design Research, Facilitation, Prototyping, Visualisation - and a great sounding board for industries like Service Design, UX, Content Design and Product Management -  In this episode, you’ll hear from myself and Marc Stickdorn author of 'This is Service Design Thinking' and 'This is Service Design Doing' and trainer at This is Doing - We chat about how almost all projects in an organisation impact cx and ex. We speak about how to get an overview of all projects going on across the different teams and departments that impact those experiences. We dive into the back story of Journey Map Operations, Marc's new approach using journey maps as a visual management tool - something that I believe is an amazing framework that can really really help organisations and teams ‘move the dial’ I love chatting with Marc, and as we mention at the top of the episode, has been on This is HCD, now 4-times! But the good news is with Doing Design, you’ll hear much more from Marc in an on-going basis, chatting more around the complexities of Doing Design. Let’s get into it. View Marc's upcoming courses Learn more about This is Doing Become a Premium Member: https://thisishcdnetwork.supercast.tech See omnystudio.com/listener for privacy information.

Pradeep Nayar was a design leader who has worked in larger organizations to drive digital transformation by embracing lean practices and design thinking methods & frameworks. He believes in a human-centered approach to problem-solving that builds upon the strengths of human empathy to drive innovation and out-of-box thinking. He was currently VP of Global Digital Product & Design at Hyatt Hotels Corporations. Previously he has worked for companies like InVision, Allstate, DePaul University, Grainger, Tribune Company, Charter Global, and Allied Solutions Group. Pradeep describes himself as "My passion for the people I lead and the customers I serve, by understanding human needs, envisioning solutions, and driving the use of technology to make lives easier, drive me forward." In this episode, Pradeep shares his insights on Designing for Omnichannel Experiences - helping us understand an omnichannel experience design and the need to design for omnichannel experiences. He also discussed the process/approach one must follow while designing for Omnichannel Experiences keeping in mind the context of seamlessness and even helped us understand how do we differentiate Omnichannel from multi-channel experiences. In the later part, we discussed a few examples in the modern industry implementing the omnichannel design strategy. Takeaways: What is an Omnichannel Experience, How to design for Omnichannel experiences, Difference between Omnichannel and Multichannel. This episode is a tribute to Pradeep Nayar may his guidance and his lessons are always with us. Our condolences. Books recommended by Pradeep Nayar -This Is Service Design Doing: Applying Service Design Thinking in the Real World by Marc Stickdorn. - Inspired: How to Create Tech Products Customers Love by Marty Cagan - User Story Mapping: Discover the Whole Story, Build the Right Product by Jeff Patton Thank you for listening to this episode of Nodes of Design. This podcast aims to make design education accessible to all, as knowledge shouldn't hide behind paywalls. Nodes of Design is a non-profit and self-sponsored initiative by Tejj.

Inspiring conversation about service design, value creation, design pillars, and the importance of holistic thinking with Jane Vita, Design Director at Digitalist.  We had discussions about learning design tools, improving your communication, and crafting your narrative skills. A designer should be able to use design tools, but also learn how to extract information from stakeholders and  how to extract value creation and experience for the users. Additional Reading Mentioned in the Interview Jane Vita Portfolio: http://www.janevita.com/ IxDA - Interaction Design Association: https://ixda.org/  Service Design Networks (SDN): https://www.service-design-network.org/  Interaction Conference talks: https://vimeo.com/ixdaglobal  Invision Talks - Diverse selection of Design topics: https://www.invisionapp.com/talks/all  Trendwatching: https://trendwatching.com/ McKinsey: https://www.mckinsey.com/  Trendone: https://www.trendone.com/en/  The Good to Great by Jim Collins: https://amzn.to/2DMRwdH  This is Service Design Thinking by Marc Stickdorn: https://amzn.to/3h1FjQC  This Is Service Design Doing by Marc Stickdorn: https://amzn.to/3arxm4N  Designing for the Digital Age by Kim Goodwin: https://amzn.to/345fJqm  Liminal Thinking by Dave Gray: https://amzn.to/31QKL2m  UX LAB YouTube Channel: https://www.youtube.com/channel/UCw-CQYphBIs_nplLNJuz44w  UX Collective Blog: https://uxdesign.cc/?gi=8af050bf3e26 Secret Leaders Podcast: https://open.spotify.com/show/2IwIk50zNhVsgK0rQRSik7?si=YPobewwiQY2a3QbnnQ-YYQ   Our website is LatinxInPower.com. Send me a message on Instagram @Latinx_in_Power or Twitter @LatinxInPower. Check out our new episodes every first Tuesday of the month.

Durante los últimos años la percepción de la palabra "diseño" ha cambiado y ha ganado un amplio terreno dentro de las organizaciones, pues ha sabido demostrar qué valor aporta a la organización en sus distintos niveles. Hablar de diseño de servicios es aún más preciso y su concepto no siempre es fácil de entender o diferenciar de otras disciplinas o espacios. Por suerte, tuve la oportunidad de sentarme a hablar con Jimena Mardones Buet, líder de diseño de servicios en Inter-Cultura y que me contara sobre su experiencia en el diseño de servicios, especialmente en la banca privada, donde trabaja hoy en día. Junto a Jime hablé durante más de una hora de cómo la mirada de servicios ayuda a las organizaciones a colocar a los usuarios y clientes dentro de la toma de decisiones (donde normalmente han sido excluidos), sin dejar a un lado los intereses económicos y políticos de cada organización. Además, dentro de la conversación nos comparte algunas anécdotas y experiencias personales, no sólo dentro de la banca privada, sino de otros rubros, como su paso por el Estado o por PyMes. Espero que esta talk te resulte entretenida y además, te ayude a reforzar algunos conceptos sobre diseño de servicios y cómo se vive esta disciplina dentro de las organizaciones actuales. Si te parecieron interesantes las breves líneas sobre "Sapiens: De animales a Dioses" de Yuval Harari, dejo el link para comprar el libro. También, dejo el link de una de las biblias sobre el diseño de servicios (personalmente a mi me abrió la cabeza sobre la materia), para aquellas personas que quieran conocer más sobre la disciplina, This is Service Design Thinking de Marc Stickdorn.

We are thrilled to be official media partners for the Service Design Global Conference in Toronto this year and are sharing podcasts from the event as it happens. The first episode is with Marc Stickdorn, CEO of More than Metrics and co-author of several leading service design textbooks, This is Service Design Thinking and This is Service Design Doing Marc on Twitter Smaply.com Support the show.

We are thrilled to be official media partners for the Service Design Global Conference in Toronto this year and are sharing podcasts from the event as it happens. The first episode is with Marc Stickdorn, CEO of More than Metrics and co-author of several leading service design textbooks, This is Service Design Thinking and This is Service Design Doing Marc on Twitter Smaply.com Support the show.

Marc Stickdorn, co-author of This Is Service Design and This Is Service Design doing, joins us at From Business To Buttons to talk about how to get service design truly embedded in organisations. We discuss how service design is design, our over-focus on processes, tools and methods, the ROI of service design, how to know... The post #210 Embedding service design with Marc Stickdorn appeared first on UX Podcast.

Improv theater, Lego figurines and virtual reality may be more familiar in the world of entertainment than in professional services. But leading thinker Marc Stickdorn is a passionate advocate of using techniques like these to design and prototype service offerings before taking them to market. In a process he likens to market-researching, prototyping and crash-testing a car, he believes service offerings should pass through the same kind of rigorous examination before being sold. Gaining insight into how to improve successful services, and allowing others to fail fast and at low cost benefits both the bottom line and customer satisfaction.

Improvisationstheater, Legofiguren und Virtual Reality scheinen eher in die Welt der Unterhaltung zu gehören als ins Umfeld professioneller Dienstleistungen. Aber Design Thinking Experte Marc Stickdorn ist ein leidenschaftlicher Verfechter von solchen Techniken, um Serviceangebote zu entwickeln, bevor sie auf den Markt kommen. In einem Prozess, den er gerne mit der Marktforschung, Prototypentwicklung und Crashtests bei Autos vergleicht, glaubt er, dass Serviceangebote die gleichen Prüfungskriterien durchlaufen sollten, bevor sie verkauft werden. Gewinnen Sie Einblicke darüber wie erfolgreiche Dienstleistungen entwickelt werden, weniger erfolgreiche schnell und kostengünstig identifiziert werden, und so das Endergebnis auch durch mehr Kundenzufriedenheit profitiert.

Hello and welcome to another episode of this is HCD. I'm your host Chi Ryan and Aussie designer, living in working in New York City. In this episode, I'm catching up with Marc Stickdorn and Adam Lawrence, co-authors of the cult service design books. This is Service Design Thinking and more recently This is Service Design Doing. If you aren't familiar with either of the books, we'll put the links into the show notes for this episode. Marc on Twitter Adam on Twitter More than Metrics Experience Fellow Smaply Work Play Experience This is Service Design Thinking book This is Service Design Doing book This is HCD is brought to you by Humana Design Follow us on Twitter Follow on Instagram Sign up for our newsletter Join our Slack Channel Follow us on Medium   Support the show.

Marc Stickdorn is a well-known person in the Service Design world. That’s understandable for many reasons!  He is one of the writers on the ‘Service Design Thinking’ and the ‘Service Design doing’ book. Since this week also the ‘Service Design Methods’ book. Besides that he is co-founder and CEO of ‘More than Metrics’, a company that offers tools and stuff for customer experience and service designers: Smaply, Experiencefellow and Mr. Thinker. Marc speaks about Service Design at many conferences around the world.  Great to have him at the podcast!

This is HCD is brought to you by Humana Design In this episode we caught up with Marc Stickdorn, co-author of ‘This is Service Design Thinking Book’ and most recently the epic and one of the most important design books in yonks, ‘This is Service Design Doing’, a book that has been celebrated in the service design community like it’s the millennium.  Update May 2018 - We have a number of copies of the book to giveaway to people subscribed to our fortnightly newsletter. Thanks to More than Metrics and O'Reilly Media in New York for their support of the podcast. Sign up now  Thanks to theRSA.org for being patrons of the podcast. Links from this episode This is Service Design Doing Book (There's a fantastic free PDF download of Free Methods) This is Service Design Thinking Book Website One of my favourite customer journey mapping tools - Smaply Mobile ethnography tool - Experience Fellow Who is Marc Stickdorn? Follow Marc Stickdorn on Twitter Read the transcript of this episode Support the show.

This is HCD is brought to you by Humana Design In this episode we caught up with Marc Stickdorn, co-author of ‘This is Service Design Thinking Book’ and most recently the epic and one of the most important design books in yonks, ‘This is Service Design Doing’, a book that has been celebrated in the service design community like it’s the millennium.  Update May 2018 - We have a number of copies of the book to giveaway to people subscribed to our fortnightly newsletter. Thanks to More than Metrics and O'Reilly Media in New York for their support of the podcast. Sign up now  Thanks to theRSA.org for being patrons of the podcast. Links from this episode This is Service Design Doing Book (There's a fantastic free PDF download of Free Methods) This is Service Design Thinking Book Website One of my favourite customer journey mapping tools - Smaply Mobile ethnography tool - Experience Fellow Who is Marc Stickdorn? Follow Marc Stickdorn on Twitter Read the transcript of this episode Support the show.

Empathy. It’s an unavoidable word in the world of user experience design. Too often it is applied to designs in too narrow a fashion. Your empathy should come from the problem your design is solving, not measured in the level of frustration or delight experienced with your design. Ariel Kennan is the Director of Design and Product at the New York City Mayor's Office for Economic Opportunity. She has been working on the HOME-STAT initiative which is an effort of the City of New York to properly provide services to the city’s homeless population. In this episode, Ariel shares her story and is joined by Marc Stickdorn who offers his insights on how service design can be done on such a massive scale. Marc is the CEO and co-founder of More Than Metrics and author of the book Service Design Thinking. He will also be teaching a daylong workshop at the UI22 conference in Boston this November 13-15. To find out more about his workshop, visit uiconf.com.

Service design thinking is the designing and marketing of services that improve the customer experience, and the interactions between the service providers and the customers. We interview Marc Stickdorn, consultant, speaker and author of This Is Service Design Thinking.  Key Takeaways: [1:03] The big idea behind This Is Service Design Thinking. [3:47] How the linear approach can waste two years of your life. [8:01] Silos make an organization easy to manage, but this creates friction. [11:10] The classic trap of change management. [12:43] Adapt the process to the existing culture in small increments. [16:20] Fail early. Fail safe. Fail cheap. [17:54] Effective ways of prototyping and market testing. [24:45] A “Service Safari” requires management to use their product and sell it. [26:41] Becoming a customer-centric organization. [28:21] This Is Service Design Doing is a more experienced approach to integrating service design.   Mentioned in This Episode: More Than Metrics This is Service Design Thinking, by Marc Stickdorn This is Service Design Doing, by Marc Stickdorn Praxent @PraxentSoftware on Twitter

No 10º episódio do Movimento UX o entrevistado foi o Érico Fileno, Head de Inovação na Visa. As dicas dele foram: A arte da inovação — Tom Kelley http://amzn.to/2a63A4S Isto é Design Thinking de Serviços — Marc Stickdorn http://bit.ly/24Di8U1 Os livros do Vijay Govindarajam http://amzn.to/2a49b1x Service Design for Business — Ben Reason, Lavrans Lovlie, Melvin Brand Flu http://amzn.to/2alnBZm UX Strategy — Jaime Levy http://amzn.to/2a62gir Sprint — Jake Knapp, John Zeratsky, Braden Kowitz http://bit.ly/SprintAmazon Se você gostou desse episódio, conte pro Érico e pra mim pelo Twitter: https://twitter.com/efileno https://twitter.com/izabeladefatima :D Se você quiser receber os próximos podcasts assim que forem lançados, junte-se à lista de e-mail do Movimento UX: bit.ly/EmailMUX. São só dois emails por mês e você não perde nenhum conteúdo. :)

What is the difference between UX, CX, Design Thinking and Service Design? This and more in this episode of the Service Design Show with Marc Stickdorn. ---------------------------------------- EPISODE GUIDE 1:10 - First encounter with Service Design. 4:30 - Why do we have so many names for doing design? 9:10 - When will we finally do really good research in practice? 15:45 - How much technology do we actually need in Service Design? 24:55 - Marcs golden tip for aspiring Service Designers. 25:56 - Question for the viewers ---------------------------------------- ABOUT MARC STICKDORN @MrStickdorn ➜ https://goo.gl/AU7nfW MarcStickdorn.info ➜ http://goo.gl/k2908S LINKS FROM THE SHOW This Is Service Design Thinking ➜ http://goo.gl/l334xR Smaply ➜ http://goo.gl/ikrLwe Experience Fellow ➜ http://goo.gl/JLbB4S

Service design seems to go by an increasing array of names: Customer Experience, Cross-Channel UX, or even just “design thinking.” In most cases, these terms describe a holistic approach to your users’ and customers’ needs, no matter where or when they’re interacting with your product or service. In traditionally siloed organizations, it can be no small task to ensure that you are providing the best possible service.

In the realm of user experience, disciplines and titles can take on different meanings. Determining buzzword jargon from actual, useful distinctions and processes is sometimes a bit tricky. The term Service Design has been with us for a while now. Some see it as just plain, good UX. Marc Stickdorn sees it as more than that.