Learnings and tools for customer experience design
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Talking about customer experience, service design, and tools…

2. March 2017

Talking about customer experience, service design, and tools…

Here come some of our team’s talks about customer experience and service design.

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Service Design and Startups: This Lean Agile Design Thingything

Marc’s talk at Service Experience Conference 2016 is about the differences between Service Design, Design Thinking, CX and UX (there is none). 😉 Afterwards he explains the beginning of Smaply, ExperienceFellow and how to successfully embed Service Design in an organization.

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A Customer Journey Map is not a ****ing deliverable

Marc’s interview with the Service Design Show. Marc Fonteijn and him talk about definitions, breaking down silos and why research is so important. As well they talk about the equal relevance of qualitative and quantitative research. 

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Mobile Ethnography & User Research

Klaus’ webinar with USECON. Carina Hauser first explains what ethnography is and after that, Klaus digs deeper into the topic of mobile ethnography and explains what ExperienceFellow is. Then, ranges of application are discussed as well as drop-out rates and rewards for participants.

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Service Design Thinking

Marc’s talk at Interaction South America 2013 with the title “How to successfully innovate beyond buzzwords” discusses Service Design in general as well as customer journey mapping specifically. He presents a journey map that we can all identify with: travelling.

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Service Design Thinking

Marc’s talk at POL*2015 in Stavanger also makes customer journey mapping subject of discussion. Furthermore he talks about the powerful influence of social media by looking at an example of Dave Carroll and United Airlines.

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Katharina takes care of marketing and communications at More than Metrics. With her background in business and psychology she loves both logical as well as empathic thinking.
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