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Podcast: Marc Stickdorn about service design thinking

20. June 2014


Podcast: Marc Stickdorn about service design thinking

A few days ago, Jared Spool interviewed Marc on service design thinking for his “User Interface Engineering” podcast – or rather “SpoolCast”.

In the realm of user experience, disciplines and titles can take on different meanings. Determining buzzword jargon from actual, useful distinctions and processes is sometimes a bit tricky. The term Service Design has been with us for a while now. Some see it as just plain, good UX. Marc Stickdorn sees it as more than that.

Marc sees service design as less of a new discipline and more a combination of previously disconnected disciplines. The collaboration of various people in the organization from developers to businesspeople is required when developing and then launching a service. He admits that if you’ve been practicing good UX, then you’re already in pretty decent shape. You possess many of the tools put to use in service design.

One of the most important aspects of service design is connecting the touchpoints. Services nowadays are inherently cross-channel, and even more, expected to be. This requires research that goes beyond just the UI and the users’ context.


Listen to the podcast and read the transcript

Marc is co-founder of More than Metrics, and editor and co-author of the award-winning books This is Service Design Thinking and This is Service Design Doing. He regularly gives talks and workshops on service design and innovation, and teaches at various business and design schools.
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