Journey mapping in tourism
Read more about the topic on the Smaply blog: Customer journey mapping in tourism Understanding gender to design tourism services: an interview with Sylvia Prunthaller
Jul 18, 2022•21 min•Ep. 16
Innovating experiences with service design | Smaply podcast
The experiences of customers, patients, citizens, employees... are key to your organization’s success and therefore should be coordinated very carefully.
This podcast is your go-to-place to learn about how to design human-centered services and get advice from practitioners.
Read more about experience innovation on https://www.smaply.com/blog or create your own journey maps, personas and stakeholder maps on https://www.smaply.com
Episodes
Ask Marc - managing CX across online and offline channels
Read more about the topic on the Smaply blog: Interview transcript and slides: Ask Marc about omnichannel experiences The basics of omnichannel experiences
May 12, 2022•27 min•Ep. 15
Ask Marc – becoming a human-centered organization
Read more about the topic on the Smaply blog: Interview transcript and slides: Ask Marc about human-centered organizations
Dec 17, 2021•33 min•Ep. 14
Ask Marc – presenting journey maps
Read more about this topic on the Smaply blog: Interview transcript and slides: Ask Marc about presenting journey maps
Sep 15, 2021•32 min•Ep. 13
Journey mapping in marketing
Read more about the topic on the Smaply blog: Customer journey mapping in marketing
Aug 23, 2021•15 min•Ep. 4
Journey mapping in banking
Read more about the topic on the Smaply blog: Customer journey mapping in banking: what it is and how to get started Use Smaply to create banking journeys
Jul 27, 2021•21 min•Ep. 3
Journey mapping in NGOs
Read more about the topic on the Smaply blog: Volunteer journey mapping: managing experiences with NGOs Create your own journey map on www.smaply.com Learn more about experience innovation on www.smaply.com/blog
Jul 19, 2021•13 min•Ep. 2
Journey mapping in SaaS
Read more about the topic on the Smaply blog: What is user journey mapping and how to create a user journey map? – for SaaS and beyond
Jul 12, 2021•19 min•Ep. 1
Ask Marc – Service design workshops
In this session, we talked about service design workshops: how to run a successful service design workshop? What are the upsides and downsides of in-person workshops and digital workshops? And how to connect the two worlds together? Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-service-design-workshops Overview [2:00] Introduction [10:45] What are the upsides and downsides of in-person and digital workshops? [13:25] W...
Apr 02, 2021•39 min•Ep. 12
Ask Marc – Measuring service design impact
How do you know if your service design project has been successful? How do you prove if your changes and improvements had impact? How can you use numbers to convince others of the effect of prior service design activities so you get budget for the next ones? In this session, we'll talk about measuring service design, the horrible experiences NPS and driver analysis can cause, and the importance of impact controlling. Please find the video, transcript, screenshots and more resources on this episo...
Feb 19, 2021•39 min•Ep. 11
Ask Marc – Methodology silos
People call ‘it’ service design, design thinking, (holistic) ux design, experience design, to name just a few. Sometimes, organizations even have different teams under these labels – although they actually do the same stuff. On the other side, what some organizations call ‘service design’ might be completely different to what others call ‘service design’. Language matters. And the labels we use, often end up in methodology silos. Let’s take look beyond these silos in our next episode! Please fin...
Dec 10, 2020•33 min•Ep. 10
Ask Marc – Stakeholder maps
In this session, we talked about the what and why of stakeholder maps, how to create and analyze them, and other types of system maps (value network maps and ecosystem maps). Also you'll get to know different use cases of stakeholder maps. Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-stakeholder-maps Overview [01:40] Introduction [07:25] Who should complete a stakeholder map? [09:30] How do stakeholder maps interact wit...
Oct 12, 2020•30 min•Ep. 9
Ask Marc – Journey map repositories
In this session we talked about journey map hierarchies, how to connect journeys within departments, and how a repository helps standardize customer centricity activities. Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-journey-map-repositories Overview [05:30] Introduction [14:20] How can you establish links and enable traceability between customer and operations / organization metrics using repositories? [18:10] What...
Jul 17, 2020•41 min•Ep. 8
Ask Marc – Customer experience research
In this session, we discussed how to research experiences of customers, employees, citizens or other stakeholders and use the data on journey maps. Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-experience-research Overview [01:35] Introduction [07:15] How do you get to good quality results with limited budgets? [16:58] When do you suggest which UX research method to use? [20:20] What are examples of ethnographic research...
May 05, 2020•34 min•Ep. 7
Ask Marc – Personas on journey maps
How to use multiple personas on one journey map to compare their experience? We also talk about stakeholder groups and learn how backstage activities and service blueprints are connected to personas. Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-personas-on-journey-maps Overview [03:28] How many personas are too many? Can you get too granular? [06:15] What kind of persona is useful for developing a TV channel and how do ...
Mar 12, 2020•30 min•Ep. 6
Ask Marc – Personas
How do personas differ from market segments and other constructs, how to create and update them, and how to successfully embed them in organizations? Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-personas Overview [02:50] What are personas? [04:40] What is the difference between service design tools and methods? [08:30] What's the connection of personas and market segmentation? [10:00] How do organizations use personas? ...
Feb 06, 2020•38 min•Ep. 5
Ask Marc – Journey map operations
An introduction to journey map operations, a customer-centric management tool for agile organizations and dig into how to embrace this approach in their organizations. Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-journey-map-operations Overview [03:00] Workshop maps, project maps and management maps [07:00] How to get started with journey map operations [08:10] What’s the operations part about? [12:17] How to structure ...
Dec 05, 2019•34 min•Ep. 4
Ask Marc – Insights from the SDGC19
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 ...
Oct 30, 2019•44 min•Ep. 3
Ask Marc – Employee experience
How can employee experience help you bring service design to your organization and what projects you can tackle at the beginning? Please find the video, transcript, screenshots, and more resources on this episode on https://www.smaply.com/blog/ask-marc-employee-experience Overview [02:46] Is employee experience a good thing to start with service design in an organization? [07:11] Do you rather suggest a short term research or a long term research to learn more about employee experience? [11:04] ...
Jul 11, 2019•35 min•Ep. 1