Marc Stickdorn

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.

Maren Hotvedt, a service designer at Atlassian, and Marc Stickdorn, a service design expert, discuss customer journey management operations and the practical use of journey maps as decision-making tools in organizations. They highlight the importance of flexibility, scalability, and effective communication within teams.

Marc Stickdorn, author of service design books, talks about his framework for Journey Map Operations, which helps teams and organizations manage innovation projects and bridge organizational silos. They discuss the importance of journey mapping beyond visualization, its application in different areas, and how it can be suited to different types of companies. They also explore the challenges and benefits of implementing journey map operations and how it helps identify pain points and enhance experiences.