Service Design Show A Customer Journey Map is not a ****ing deliverable / Marc Stickdorn / Episode #1
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Apr 16, 2016 Marc Stickdorn, co-author of "This is Service Design Thinking" and founder of two startups, dives deep into the realm of service design. He shares his first encounter with the field in tourism, emphasizing the need to move beyond jargon and embrace collaboration. The importance of rigorous research to understand customer needs takes center stage, along with a discussion on balancing technology with traditional methods. Marc also highlights the vital role of user participation in software design, urging aspiring designers to get involved and refine their craft through community engagement.
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Early struggles with linear innovation
- Marc Stickdorn initially struggled with traditional management's linear innovation approach.
- Discovering design thinking provided him with a framework for his iterative process, which he previously perceived as failure.
Design Disciplines and Silos
- Design disciplines create silos by defining themselves against each other, hindering collaboration.
- This contradicts the goal of breaking down silos within organizations.
Focus on collaboration over definitions
- Focus on collaboration and shared processes instead of rigid definitions of design disciplines.
- Discussing work processes is more valuable than debating labels.
