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.