Podcasts by 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.
Further podcasts by More than Metrics
Podcast on the topic Management
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Ask Marc – Journey map operations from 2023-12-13T19:35:38.854652
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.
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Ask Marc – Personas from 2023-12-13T19:35:38.848948
How do personas differ from market segments and other constructs, how to create and update them, and how to successfully embed them in organizations?
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Ask Marc – Customer experience research from 2023-12-13T19:35:38.840002
In this session, we discussed how to research experiences of customers, employees, citizens or other stakeholders and use the data on journey maps.
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Ask Marc – Service design workshops from 2023-12-13T19:35:38.820907
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 h...
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Journey mapping in tourism from 2022-07-18T11:24:38
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Ask Marc - managing CX across online and offline channels from 2022-05-12T14:37:28
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Ask Marc – becoming a human-centered organization from 2021-12-17T11:53:35
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Ask Marc – presenting journey maps from 2021-09-15T14:25
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Journey mapping in marketing from 2021-08-23T12:46:08
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Journey mapping in banking from 2021-07-27T14:23:19
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Journey mapping in NGOs from 2021-07-19T09:24
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Journey mapping in SaaS from 2021-07-12T13:41:30
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Journey map operations from 2021-04-15T03:41:22.104805
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.
Listen
Customer experience research from 2021-04-15T03:41:22.102953
In this session, we discussed how to research experiences of customers, employees, citizens or other stakeholders and use the data on journey maps.
Listen
Service design workshops from 2021-04-15T03:41:22.099425
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 ...
Listen
Measuring service design impact from 2021-02-19T10:17:04
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 s...
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Ask Marc – Measuring service design impact from 2021-02-19T09:17:04
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 prio...
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Methodology silos from 2020-12-10T16:12:35
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 ...
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Ask Marc – Methodology silos from 2020-12-10T15:12:35
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 th...
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Stakeholder maps from 2020-10-12T18:00:07
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 kno...
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Ask Marc – Stakeholder maps from 2020-10-12T16:00:07
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 ...
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Journey map repositories from 2020-07-17T13:20:15
In this session we talked about journey map hierarchies, how to connect journeys within departments, and how a repository helps standardize customer centricity activities.
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Ask Marc – Journey map repositories from 2020-07-17T11:20:15
In 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 ...
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Personas on journey maps from 2020-03-12T05:00
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.
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Ask Marc – Personas on journey maps from 2020-03-12T04:00
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 pers...
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Insights from the SDGC19 from 2019-10-30T17:00
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.
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Ask Marc – Insights from the SDGC19 from 2019-10-30T16:00
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.
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Employee experience from 2019-07-11T05:00
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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Ask Marc – Employee experience from 2019-07-11T03:00
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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