Journey mapping in SaaS

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

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

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