Meet the Expert: Marc Stickdorn on Service Design
Published by O'Reilly Media, Inc.
Trends and recent developments in service design
Watch the video recording of this event.
Join us for this edition of Meet the Expert with Marc Stickdorn, author of This Is Service Design Doing and This Is Service Design Methods, to learn how to embed and scale service design in-house, use journey maps as a visual management tool for Agile organizations, and use service design to enhance employee experiences. He’ll also outline 10 trends and recent developments in service design from around the world and share tips on how to conduct service design with remote teams—particularly useful during the current global crisis.
O'Reilly Meet the Expert explores emerging business and technology topics and ideas through a series of one-hour interactive events. You’ll engage in a live conversation with experts, sharing your questions and ideas while hearing their unique perspectives, insights, fears, and predictions.
What you’ll learn and how you can apply it
- How to embed and scale service design in-house
- How to use journey maps as a visual management tool for Agile organizations
- How to use service design for employee experience
- How to do service design with remote teams
This live event is for you because...
- You want to learn about the fundamental shifts that are transforming the business landscape and customer needs.
- You want to learn more about recent topics in service design.
Prerequisites
- Come with your questions for Marc Stickdorn
- Have a pen and paper handy to capture notes, insights, and inspiration
Recommended follow-up:
- Read What Is Service Design? (report)
- Read This Is Service Design Doing (book)
- Read This Is Service Design Methods (book)
Schedule
The time frames are only estimates and may vary according to how the class is progressing.
Wednesday, July 22, 2020, at 9:00am PT / 12:00pm ET
- Introduction and presentation (15 minutes)
- Interactive discussion and Q&A (45 minutes)
Your Guest
Marc Stickdorn
Marc Stickdorn is cofounder and CEO of More than Metrics, a growing software company for service design in Austria, whose products include Smaply and ExperienceFellow. Drawing on his background in strategic management and service design, Marc helps organizations sustainably embed and scale service design in their structures, processes, and culture. He developed Journey Map Ops, a customer-centric management approach for Agile organizations using digital journey maps as a visual management tool. Marc is the editor and author of the award-winning book This Is Service Design Thinking (2010) and a main author of its sequels This Is Service Design Doing (2018) and This Is Service Design Methods (2018). Marc regularly speaks at conferences on service design and entrepreneurship, teaches service design at universities, and leads public and exclusive executive courses. He’s been pursuing a PhD in information systems at the University of Erlangen-Nuremberg for many years. His research is based on design science, and he’s developed a new mobile ethnographic research approach. He’s almost finished...