Innovating experiences with service design | Smaply podcast
30 episodes - English - Latest episode: almost 2 years ago -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
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Episodes
Journey mapping in tourism
July 18, 2022 11:24 - 21 minutes - 19.7 MBRead more about the topic on the Smaply blog: Customer journey mapping in tourism Understanding gender to design tourism services: an interview with Sylvia Prunthaller
Ask Marc - managing CX across online and offline channels
May 12, 2022 14:37 - 27 minutes - 24.8 MBRead more about the topic on the Smaply blog: Interview transcript and slides: Ask Marc about omnichannel experiences The basics of omnichannel experiences
Ask Marc – becoming a human-centered organization
December 17, 2021 11:53 - 33 minutes - 30.3 MBRead more about the topic on the Smaply blog: Interview transcript and slides: Ask Marc about human-centered organizations
Ask Marc – presenting journey maps
September 15, 2021 14:25 - 32 minutes - 29.4 MBRead more about this topic on the Smaply blog: Interview transcript and slides: Ask Marc about presenting journey maps
Journey mapping in marketing
August 23, 2021 12:46 - 14 minutes - 13.7 MBRead more about the topic on the Smaply blog: Customer journey mapping in marketing
Journey mapping in banking
July 27, 2021 14:23 - 21 minutes - 19.7 MBRead more about the topic on the Smaply blog: Customer journey mapping in banking: what it is and how to get started Use Smaply to create banking journeys
Journey mapping in NGOs
July 19, 2021 09:24 - 13 minutes - 12 MBRead more about the topic on the Smaply blog: Volunteer journey mapping: managing experiences with NGOs Create your own journey map on www.smaply.com Learn more about experience innovation on www.smaply.com/blog
Journey mapping in SaaS
July 12, 2021 13:41 - 18 minutes - 17.2 MBRead more about the topic on the Smaply blog: What is user journey mapping and how to create a user journey map? – for SaaS and beyond
Service design workshops
April 02, 2021 15:00 - 38 minutes - 35.5 MBIn 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...
Ask Marc – Service design workshops
April 02, 2021 15:00 - 38 minutes - 35.5 MBIn 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...
Measuring service design impact
February 19, 2021 09:17 - 38 minutes - 35.7 MBHow 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 ...
Ask Marc – Measuring service design impact
February 19, 2021 09:17 - 38 minutes - 35.7 MBHow 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 ...
Ask Marc – Methodology silos
December 10, 2020 15:12 - 33 minutes - 30.6 MBPeople 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! Pleas...
Methodology silos
December 10, 2020 15:12 - 33 minutes - 30.6 MBPeople 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! Pleas...
Stakeholder maps
October 12, 2020 16:00 - 29 minutes - 27.2 MBIn 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 onhttps://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 i...
Ask Marc – Stakeholder maps
October 12, 2020 16:00 - 29 minutes - 27.2 MBIn 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 onhttps://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 i...
Ask Marc – Journey map repositories
July 17, 2020 11:20 - 41 minutes - 37.8 MBIn 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? [...
Journey map repositories
July 17, 2020 11:20 - 41 minutes - 37.8 MBIn 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? [...
Ask Marc – Customer experience research
May 05, 2020 09:32 - 34 minutes - 31.5 MBIn 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 ethnogra...
Customer experience research
May 05, 2020 09:32 - 34 minutes - 31.5 MBIn 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 ethnogra...
Personas on journey maps
March 12, 2020 04:00 - 30 minutes - 27.5 MBHow 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 ...
Ask Marc – Personas on journey maps
March 12, 2020 04:00 - 30 minutes - 27.5 MBHow 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 ...
Personas
February 06, 2020 16:00 - 38 minutes - 35 MBHow 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 u...
Ask Marc – Personas
February 06, 2020 16:00 - 38 minutes - 35 MBHow 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 u...
Journey map operations
December 05, 2019 04:00 - 34 minutes - 31.2 MBAn 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...
Ask Marc – Journey map operations
December 05, 2019 04:00 - 34 minutes - 31.2 MBAn 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...
Insights from the SDGC19
October 30, 2019 16:00 - 44 minutes - 24.9 MBIn 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 typ...
Ask Marc – Insights from the SDGC19
October 30, 2019 16:00 - 44 minutes - 24.9 MBIn 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 typ...
Ask Marc – Employee experience
July 11, 2019 03:00 - 35 minutes - 32.4 MBHow 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 experienc...
Employee experience
July 11, 2019 03:00 - 35 minutes - 32.4 MBHow 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 experienc...