Learnings and tools for customer experience design
Events More than Metrics

Journey Map Ops – Workshop

16. September 2019

Journey Map Ops – Workshop

Join us for our journey map ops half day in Toronto. As a side event to the SDGC in Toronto, we also give a workshop for service designers who want to dig deeper into embedding and scaling service design in organizations.

This masterclass focuses on journey mapping operations and embedding and scaling service design in organizations. Another important topic will be facilitation. As a result you will know how to facilitate in a way, that has the strongest and longest lasting impact on the experience of your target group.

You will experience a combination of presentation, hands-on work in small groups including debriefs with real cases. Furthermore, there will be discussions in small groups and plenary.

What are the takeaways from the masterclass?

You’ll walk away with a concept on how to use journey maps as a visual management tool for agile organizations. This will help you to scale service design and customer-centricity in your organization. Also, you’ll get 20 lessons learned (also in a printed/digital format) of embedding and scaling service design in teams and organizations. Moreover, you’ll experience some facilitation tips on how to use journey maps successfully in research workshops as well as a management tool.


Marc Stickdorn is our CEO and co-founder as well as editor and co-author of the award-winning book “This is Service Design Thinking” and the second edition “This is Service Design Doing”. He has contributed to the development of the field for many years. Besides having gained many years of experience as trainer and consultant, he’s also associate of renowned service design agencies and professor at various business and design schools.

Date, time and location

Wednesday, 9 October 2019 from 08:30 – 13:00 (EDT)

100 Adelaide Street West, Toronto. The “wavespace” room is located on the 40th floor in the EY building.

Service Design Global Conference

Also, meet us at this year’s SDGC in Toronto! More than Metrics will have a booth there, so drop by, say hi, grab some goodies, and have a chat.

We are looking forward to seeing you there!

Isabel helps us manage our online channels and provide our users with helpful learning materials and updates. Besides finishing her degree in tourism management she also does sports and loves cooking.