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    Ask Marc – Insights from the SDGC19

    enOctober 30, 2019
    Innovating experiences with service design | Smaply podcast
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    About this Episode

    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.

    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?

    Recent Episodes from Innovating experiences with service design | Smaply podcast

    Ask Marc – Service design workshops

    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?

    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?

    Innovating experiences with service design | Smaply podcast
    enApril 02, 2021
    innovation
    user experience
    design thinking
    workshops
    customer experience

    Ask Marc – Measuring service design impact

    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.

    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?

    Innovating experiences with service design | Smaply podcast
    enFebruary 19, 2021
    innovation
    user experience
    design thinking
    customer experience
    employee experience
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