If you like our content, be sure to sign up to our weekly The Design Compass Newsletter. Design Smarter. Lead Better.

Interested in training for your organisation with This is HCD? Let's speak by booking a 15-minute call.

In this episode of This is HCD, Gerry Scullion is joined (again!) by service design pioneer Marc Stickdorn – recorded right after they both spoke at SD in Gov in Edinburgh.

We walk (literally) through the current state of service design, why so many teams feel stuck, and how journey management can help organisations move beyond one-off projects to achieve truly systemic change.

We talk about:

How to scale service design beyond a single team and embed it organisation-wide
Journey management, service architecture and “journey ops” – and why naming really matters
Building scaffolding for long-term impact (using the Dublin City Council work as an example)
How to speak the language of leadership and show measurable ROI
Why stealth projects can be your best way to build credibility
The role of AI and tooling – where it helps, and where it’s genuinely dangerous
Why leaders can’t outsource understanding to an algorithm

If you’re trying to move service design from nice decks to real organisational change – in public services or the private sector – this episode is for you.

🔗 Links mentioned

– Marc’s upcoming book & community: https://www.thisisjourneymanagement.com

– Smaply blog & resources: https://www.smaply.com

Like what we do? Make a Tip. Or Leave a review: https://ratethispodcast.com/hcd

Sponsor links

10x your service design offering with Smaply. Take 20% off your order with ''ThisisHCD20off'
Sign up https://auth.smaply.app/sign-up
Check out 'This is HCD x Sutsu' range. Gerry wears and endorses Sutsu ethical clothing. Use HCD10 to get 10% off this range.
Get 10% off ScenarioCards.org when you used our link https://scenariocards.org/HCD10

Click here to watch a video of this episode.
Creators & Guests

Gerry Scullion - Host
Marc Stickdorn - Guest

Journey Management

Mentioned by

Mentioned in 1 episodes

The AI-powered Podcast Player