Service Design Show
How to manage 100+ journeys effectively? / Florian Vollmer / Episode #168
Podcast summary created with Snipd AI
Quick takeaways
- Transition from single-use artifacts to ongoing CX innovation with journey maps.
- Efficiency in scaling journey management by prioritizing specific experiences for early benefits.
- Balancing analytical efficiency and creative messiness is crucial in journey management.
Deep dives
Adopting Journey Management
The successful adoption of journey management tools within an organization relies on showcasing the simplification of complex processes. By empowering others to understand and use these tools effectively, stakeholders can grasp the value and significance of journey management in driving decision-making. Discipline over time is crucial in managing journeys effectively and understanding how these journeys intersect with various stakeholders.
Scaling Journey Management with Efficiency
Efficiency in scaling journey management involves taking the time to select the right projects systematically and thoroughly analyze the landscape to ensure successful outcomes. Prioritizing specific experiences and seeing them through end-to-end can accelerate the adoption of the framework and showcase the tangible benefits early on. Striking the right balance between analytical efficiency and creative messiness is key in navigating the complexities of journey management.
The Impact of AI on Service Design
The evolving landscape of artificial intelligence presents both opportunities and challenges for service design professionals. Understanding the implications of AI on analysis and automation is crucial in adapting service design practices to leverage technological advancements effectively.
Sustainability and Circular Economy Integration in Journey Management
Exploring the integration of sustainability and circular economy principles in journey management represents a progressive approach in aligning business goals with environmental objectives. Bridging the gap between corporate sustainability goals and operational implications through journey management tools can drive meaningful changes and green initiatives within organizations.
Balancing Systems Thinking and Creativity in Service Design
The ongoing challenge for service designers lies in maintaining a balance between deductive systems thinking and creative ideation processes. Creating space for the team to navigate between analytical complexity and innovative creativity while fostering psychological safety is essential for driving impactful service design outcomes.
Journey Mapping is, without a doubt, one of the most important tools we use. We spend a lot of time and effort to create the most impactful maps we can.
It’s all part of the job:
* Dozens of workshops
* Hours doing user research
* And weeks of sensemaking.
The perfect journey map. Success! But what comes after the map?
Unfortunately, in most cases, it’s used... and then stowed away. The map becomes single-use artifacts, forgotten. Used once, then too difficult to keep updated for when a new design challenge comes along. But it doesn’t have to be that way.
And this brings us to our guest for this week's episode: Florian Vollmer. I dare to say that Florian has cracked the code when it comes to managing journeys on a large scale. How large? His team works with 100+ journey maps and 500+ innovation opportunities globally.
I couldn’t imagine it was possible when I first heard that. But today, Florian not only brings our stowed-away journeys back to life but integrates them with a hundred more. Effectively breaking down silos and fueling collaboration. Avoiding rework and overcoming internal resistance. No easy task. Florian needed to find the connection – something that tech, business, CX, and every other department would embrace.
In this episode, you'll hear how Florian transitioned from journeys as (very useful) single-use artifacts to being the backbone of ongoing CX innovation. We’ll learn about:
- How you can build a repository of journeys even when you don’t get the explicit task to do so.
- What the key criteria are for selecting the right journey management tool?
- And how you need to tweak the service design process when you want to reach 100% journey coverage.
No matter where you are in your service design journey (no pun intended), this conversation has the potential to take it to the next level! I really enjoyed the pragmatism in Florian's stories. Sometimes you need to let go of common practices and just do whatever it takes.
Enjoy the conversation.
- Marc
--- [ 1. GUIDE ] -—
00:00 Welcome to episode 168
03:45 Who is Florian
06:45 Lightning round
09:45 Operating at scale
13:15 What do you manage
14:30 Who is the team
16:00 How did it start
21:00 Finding broader adoption
26:00 Where do you find the time
28:15 What is the brief
31:15 Beyond service designers
34:00 Importance of tools
40:15 Crossing the tipping point
42:45 Simplifying complexity
46:45 Lessons learned
49:00 Taking more time
50:45 Meets sustainability
52:15 Big questions
55:15 Closing thoughts
--- [ 2. LINKS ] ---
* https://www.linkedin.com/in/florianvollmer/
* Thinking in Systems (book) - https://amzn.to/40lcJAB
* DMI article - https://www.dmi.org/page/ADMC2022proceedings (pdf - page 254)
--- [ 3. SELLING SERVICE DESIGN WITH CONFIDENCE ] ---
Get your clients, colleagues, managers and CEOs as excited about service design as you are.
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