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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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Read more about the topic on the Smaply blog: Customer journey mapping in tourism Understanding gender to design tourism services: an interview with Sylvia Prunthallerتوسط Isabel Grillmayr
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Read more about the topic on the Smaply blog: Interview transcript and slides: Ask Marc about omnichannel experiences The basics of omnichannel experiencesتوسط Marc Stickdorn, Nicole Broeckling
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Read more about the topic on the Smaply blog: Interview transcript and slides: Ask Marc about human-centered organizationsتوسط Marc Stickdorn, Nicole Broeckling
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Read more about this topic on the Smaply blog: Interview transcript and slides: Ask Marc about presenting journey mapsتوسط Nicole Broeckling, Marc Stickdorn
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Read more about the topic on the Smaply blog: Customer journey mapping in marketingتوسط Nicole Broeckling
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Read 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 journeysتوسط Smaply
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Read 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/blogتوسط Nicole Broeckling
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Read more about the topic on the Smaply blog: What is user journey mapping and how to create a user journey map? – for SaaS and beyondتوسط Smaply
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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-…
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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 an…
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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 d…
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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. Please find the video, transcript, screenshots and more resources on this episode onhttps://www.smaply.com/blo…
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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 video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-journey-map-repositories Overview [05:30] Introduction …
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In 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…
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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. Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-personas-on-journey-maps Ove…
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How 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 be…
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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. 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, proje…
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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:…
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How 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 de…
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