Service design and journey mapping software

Case studies

Experience Research

ask marc

Upcoming webinar: Ask Marc about experience research

In our Q&A webinars, our co-founder and CEO Marc Stickdorn answers your questions on service design and journey mapping software. If you want to bring service design to your organization and scale it by using software, this is the right place to get tips and learn from other people’s experience. 

13. March 2020

Two people discussing a visualization of a customer experience

The basics of customer experience research

Improving customer experience needs a deep understanding of the entire customer journey and makes structured research the key to success. Customer experience is influenced by multiple online and offline channels, and often happens along a long time frame. These facts make it necessary to carefully evaluate what methods and tools are useful for each specific ...

11. February 2020

Ask Marc – about employee experience

In a 30-minutes webinar, our co-founder and CEO Marc answered questions on service design and journey mapping software. He talked about his experience with bringing service design to organizations, employee experience projects, creating digital journey maps, and much more. This webinar was initiated to create a place to get tips and learn from Marc’s and ...

20. August 2019

[German] Webinar: Mobile ethnography and user research

This webinar is about how mobile ethnography can help research experiences. Mobile Ethnografie ermöglicht einen Einblick in das reale Benutzerverhalten und in die Gewohnheiten von Mitarbeitern und Kunden. Mittels Smartphone werden Erlebnisse festgehalten und generieren somit einen wesentlichen Input für zukünftige Customer Experience Entscheidungen. Was erleben die Benutzer? Welche Tools werden wann und wie verwendet? ...

6. January 2019

The participant’s perspective

This is a short video about ExperienceFellow and the participant’s perspective when using the mobile app. It shows how a participant uses the mobile app on the basis of an example. The participant takes a business trip abroad and illustrates his experiences with the airline, hotel etc. in ExperienceFellow. Transcript Personal experiences don’t fit into ...

10. October 2018

Podcast: embedding service design in an organization

Service design as a much discussed topic offers many possibilities and room for innovation when successfully embedded in an organization. In this podcast, one of our co-founders Marc Stickdorn together and Gerry Scullion go through the scenario of embedding service design into an organization and what Marc looks for in this process. When it comes to ...

24. July 2018

9 tips how to invite your customers to participate in a CX research study

Participants are the most essential factor of your experience research study. Here come 9 tips on participant recruitment and data quality in mobile ethnography projects. When should I invite my participants? Participants have an extended experience with your service, which also includes the pre- and post-service period. For instance, you could invite your participants via ...

1. June 2018