About Innovating experiences with service design | Smaply podcast
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
Service 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.
12 May 2022
Ask Marc - managing CX across online and offline channels
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.
17 Dec 2021
Ask Marc – becoming a human-centered organization
In 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?
15 Sept 2021
Ask Marc – presenting journey maps
In 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.
23 Aug 2021
Journey mapping in marketing
Journey 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/blog
27 Jul 2021
Journey mapping in banking
Like 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-banking
19 Jul 2021
Journey mapping in NGOs
NGOs have experience management in their DNA: the primary goal of both NGOs and experience designers is to make the world a better place. Journey mapping as a tool can support them in reaching this goal in a more structured way.
Supporting people in need like children, elderly people, people with disabilities, people in economically poor regions, but also animal welfare, nature, and sustainability. The list of NGO types is a long one.
However in this session, we take one component that unites many NGOs: they depend on a very limited budget and, hence, heavily rely on people who engage themselves voluntarily, without receiving any salary or any other extrinsic motivators. Without these volunteers, the organizations would hardly be able to have the impact they strive for.
In this session we cover:
- The relevance of journey mapping in volunteer management
- Volunteer experience questions to solve in NGOs
- How to create a journey map for volunteer management
- Common challenges of introducing journey mapping to NGOs
12 Jul 2021
Journey mapping in SaaS
As 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/blog
2 Apr 2021
Ask Marc – Service design workshops
In 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?
19 Feb 2021
Ask Marc – Measuring service design impact
How 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.
10 Dec 2020
Ask Marc – Methodology silos
People call ‘it’ service design, design thinking, (holistic) ux design, experience design, to name just a few. Sometimes, organizations even have different teams under these labels – although they actually do the same stuff. On the other side, what some organizations call ‘service design’ might be completely different to what others call ‘service design’. Language matters. And the labels we use, often end up in methodology silos. Let’s take look beyond these silos in our next episode!
12 Oct 2020
Ask Marc – Stakeholder maps
In this session, we talked about the what and why of stakeholder maps, how to create and analyze them, and other types of system maps (value network maps and ecosystem maps). Also you'll get to know different use cases of stakeholder maps.
17 Jul 2020
Ask Marc – Journey map repositories
In this session we talked about journey map hierarchies, how to connect journeys within departments, and how a repository helps standardize customer centricity activities.
5 May 2020
Ask Marc – Customer experience research
In this session, we discussed how to research experiences of customers, employees, citizens or other stakeholders and use the data on journey maps.
12 Mar 2020
Ask Marc – Personas on journey maps
How to use multiple personas on one journey map to compare their experience? We also talk about stakeholder groups and learn how backstage activities and service blueprints are connected to personas.
6 Feb 2020
Ask Marc – Personas
How do personas differ from market segments and other constructs, how to create and update them, and how to successfully embed them in organizations?
5 Dec 2019
Ask Marc – Journey map operations
An introduction to journey map operations, a customer-centric management tool for agile organizations and dig into how to embrace this approach in their organizations.
30 Oct 2019
Ask Marc – Insights from the SDGC19
In this episode we talk about the Service Design Global Conference 2019, news from the service design field and learnings and insights from recent developments.
11 Jul 2019
Ask Marc – Employee experience
How can employee experience help you bring service design to your organization and what projects you can tackle at the beginning?
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