A Customer Journey Map is not a ****ing deliverable / Marc Stickdorn / Episode #1

What is the difference between UX, CX, Design Thinking and Service Design? This and more in this episode of the Service Design Show with Marc Stickdorn.
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📺 EPISODE GUIDE
01:10 - First encounter with Service Design.
04:30 - Why do we have so many names for doing design?
09:10 - When will we finally do really good research in practice?
15:45 - How much technology do we actually need in Service Design?
24:55 - Marcs golden tip for aspiring Service Designers.
25:56 - Question for the viewers
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On the Service Design Show we discuss how to make a POSITIVE IMPACT through design. If you're interested in Service Design, Design Thinking, Customer Experience, Business Innovation, Organisational Change and Creative Leadership we'd love to have you subscribe and join us!
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[@TheRightSideOfHistory]

I loved the show. Extremely insightful. I admire how Marc emphasised the need for human skill in facilitation and see software as tools to help.

[@Servicedesignshow]

+Shahla Khan great to hear your enjoyed the show!

[@hommastonlimited3187]

Marc Stickdorn I love your works. I love service design.

[@keesav.johnson1622]

Great advice by not learning it through a book! Thank you

[@hommastonlimited3187]

Marc Stickdorn, we need really need design thinking in third world countries.

[@adriagarciaimateu5666]

Hej! Here a thought for Mark on digital tools for sd. Maybe there are already plenty of stuff, or not usefull for anyone else, but we see ourselves needing a more visual/canvas based forms when doing some online research. Thanks too guys for sharing all this show!

[@MarcStickdorn]

+Adrià Garcia i Mateu Thanks, Adria! We already have something in mind for this... :)

[@apchapman75]

24:00 YES! This is great. I look forward to following your works!

[@Jeffjesaja]

The 'single most valuable advice' that Marc gives in the end, I couldn't hear it properly. What did he say? "One of your local ..."

[@Servicedesignshow]

Can you give a timestamp? I'll try to decipher it with you.

[@MsHappydani]

Look around timestamp 25:20 about joining local international service design jam session

[@Servicedesignshow]

@@MsHappydani Yeah he's mentioning the global service jam.

[@chriswiltsie7855]

Gantt Charts are not necessarily a problem because you can plan iteration within your gantt charts and you can adjust them as necessary... But yeah, a lot of service design research is awful.

[@bible4truth]

What did he say to join to learn service design?

[@JuskaTeittinen]

Of course a customer journey map is a deliverable. A great deliverable even. If I were to own a business, having a validated current state customer journey presented to me in a form of a map would be of great value. Moreover, if a a group of designers based on that validated current state would come up with ideas of a future "what if" kind of customer journey maps, I would be very pleased as well! Now I would have something concrete to try out, based on reality. A customer journey map makes a great deliverable.

[@MarcStickdorn]

Thanks, Don. I understand what you mean and I do agree that a journey map is a great tool. However, a service design project should not end with a journey map. Too often I saw projects that ended with a journey map and not with (a positive) impact on employees or customers. If someone uses a journey map as a visualization of research data to identify a design challenge - great! If someone uses a journey map to visualize new concepts and actually does prototype and implement these - awesome! If someone asks an agency to create a journey map, but doesn't do anything with it (and uses this as an excuse " we're doing service design - here's a journey map" - crap. Unfortunately, handovers with a journey map as a deliverable often does not work, because the team who needs to implement a journey map does not feel co-ownership. At least in my experience...

[@alessandrapetrecca5744]

whyyyyyy

[@DefaultName-qn9qp]

didnt find it helpful, a lot of talking and rhetorical debate, but no practical help or advice