This is HCD – Human-Centered Design, UX & Service Design Thinking Podcast Marc Stickdorn 🌟 Unlocking Service Design in 2025 for all: Insights from the Experts!
Apr 23, 2025
In this engaging conversation, Marc Stickdorn, a veteran service design practitioner and author, delves into the persistent issue of organizational misalignment. He discusses the importance of translating goals into metrics relevant to each role and emphasizes the need for leadership to take ownership of alignment. Stickdorn critiques the overreliance on NPS, urging teams to focus on qualitative insights instead. He also highlights the transformative power of journey maps, making them vital tools for bridging silos and enhancing team collaboration.
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Silos Mask Customer-Centric Claims
- Most organisations claim customer-centricity but operate silo-centrically, causing teams to run in different directions.
- Aligning on shared goals and KPIs is essential to focus efforts on customers instead of internal success metrics.
Translate Design Into Business Terms
- Speak the language of the audience and connect your work to the KPIs they care about.
- Translate design outputs into metrics and outcomes that help stakeholders move their needle.
Use Cross-Silo KPIs
- Create cross-silo KPIs to ensure teams measure success on the same scale.
- Use shared metrics to reduce competing departmental incentives and drive unified decisions.
