This is HCD – Human-Centered Design, UX & Service Design Thinking Podcast Marc Stickdorn 🌟 Unlocking Service Design in 2025 for all: Insights from the Experts!
Apr 23, 2025
In this engaging conversation, Marc Stickdorn, a veteran service design practitioner and author, delves into the persistent issue of organizational misalignment. He discusses the importance of translating goals into metrics relevant to each role and emphasizes the need for leadership to take ownership of alignment. Stickdorn critiques the overreliance on NPS, urging teams to focus on qualitative insights instead. He also highlights the transformative power of journey maps, making them vital tools for bridging silos and enhancing team collaboration.
AI Snips
Chapters
Books
Transcript
Episode notes
Maps As Universal Communication Anchors
- Visual maps simplify complex realities and act as shared anchors for different audiences.
- Maps allow adding specific data layers for varied use cases while keeping a common, easy-to-grasp structure.
Grow Service Design Incrementally
- Start small and grow service design incrementally rather than launching large-scale programs immediately.
- Avoid overwhelming the organisation with more pain points than it can act upon to prevent disillusionment.
Speak Business, Use Portfolios
- Designers should speak business language and translate journey insights into familiar decision tools like portfolios.
- Include costs, risk, revenue and customer lifetime value to make design outputs actionable for executives.
