Ask Marc – Insights from the SDGC19

Innovating experiences with service design | Smaply podcast

In this episode we talk about the Service Design Global Conference 2019, news from the service design field and learnings and insights from recent developments.

Please find the video, transcript, screenshots, and more resources on this episode on https://www.smaply.com/blog/sdgc19-webinar

Overview

[03:00] How was your experience at the SDGC19?

[06:20] What was your workshop on journey map operations about?

[07:40] What are the different levels of a journey map?

[15:30] What is a typical mistake that organizations commit when looking at their CX?

[19:12] Do you need to plan different journeys in advance?

[21:10] What are the benefits and downsides of customer journey mapping software?

[22:35] How would you define third-level maps?

[25:00] Where do you start when you’re building that hierarchy of maps?

[27:12] How to recruit participants for customer or user research?

[30:30] What is your advice for someone starting a service design agency in an evolving market?

[33:43] Is there a definition for a journey map?

[37:10] What roles or people are necessary in a journey mapping workshop?

[42:20] How do organizations manage it to keep a large number of journeys organized?