Learnings and tools for customer experience design



Journey Mapping

14 aspects to consider when opting for a journey mapping tool

So you’re planning to really dive into journey mapping, together with your team. So many tools out there, so many different possibilities and features – but which ones do you really need for your purpose, for the team you’re working with, for your product? We’ve prepared a checklist that helps you choose the most suitable customer ...

5. April 2019

Case study: journey mapping in healthcare

This case shows how the Community Empowerment Lab, a global health research and innovation organization, used Smaply to help design a model for scaling Kangaroo Mother Care in rural India. The project team succeeded in involving all necessary parties to work together and better understand each other’s motivations and needs by analyzing their stakeholders’ and ...

1. March 2019

Facilitating journey mapping workshops

A facilitator can help make workshops more efficient and enjoyable. This is a slide deck on facilitating journey mapping workshops. The slides cover the basics of facilitation as well as how to facilitate the development of personas and journey maps. It’s about the Why of facilitation, key concepts, and goes through the most important topics ...

6. December 2018

Cheat sheet: stakeholder maps

Stakeholder maps help visualize ecosystems of stakeholders, see the interdependencies and find new business opportunities. Here’s how to create them. Stakeholders are people, companies, software or anything else that might in some way be connected or have an interest in your companies activities.  To understand the interdependencies it makes sense to create a stakeholder map, ...

24. October 2018

Video tutorial: the why & what of journey maps

Journey maps illustrate experiences. These can be customer, user or employee experiences etc. A customer journey shows the steps a customer takes when in contact with a product or service. This short video provides an overview on what journey maps are, what they are used for and what value they provide for your company. Journey maps ...

4. October 2018

Video tutorial: how to create a journey map

In this video you learn more about  journey mapping in general as well as about digital journey mapping. In a journey mapping process teams need to decide about the scope of the journey map choose a persona to focus on think of the single steps your persona takes decide about lanes to illustrate more details ...

4. 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

Cheat sheet: customer journey maps

Journey maps visualize the experience a user or customer has over time. Like a movie tells a story of an actor as a sequence of scenes, a journey map illustrates customer experiences as a sequence of steps. This cheat sheet summarizes the most important details of a journey map. Journey maps can vary depending on their ...

13. July 2018



Experience Research

Webinar: Mobile ethnography and user research [German]

This webinar is about 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? Auf ...

6. January 2019

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

How b2b research can benefit from mobile ethnography

[guest article by Jen Birch] Mobile ethnography started in B2C research, however B2B companies are now beginning to see the benefits of this approach and have started adopting the technique.  Mobile ethnography allows researchers to get high-quality data within a short period of time, making it stand out as a great way to collect market ...

7. September 2017

Three simple tools that help you to make use of big data

At ServDes 2016 Copenhagen, Hardy and Klaus took part in several high-level talks. For Hardy, one of the most interesting was about the data-need-fit: “Towards data-driven business model innovation” by Katrin Mathis and Felix Köbler. In this blogpost he summarizes the main learnings we can derive from it. With this slide as a starting point the speakers already had ...

1. August 2016

This is Service Design Thinking

Service Design or Design Thinking is often linked with terms, such as innovation (process), change, and improvement. How can Service Design Thinking be integrated in an organization as a mean of change? Most people make the mistake of thinking design is what it looks like. People think it’s this veneer — that the designers are ...

2. June 2016