Doing is the hard part: How to embed service design in organizations
at Joint Futures Conference
Type
talk
Marc Stickdorn explains how organisations can move from service-design theory to sustained practice, using twelve principles from This is Service Design Doing and focusing on improvements in people’s lives.
People
Marc Stickdorn
Methods
Service DesignService design examines how people, tools and organisational processes work together to deliver an experience. Map the customer-facing steps alongside the staff activities, policies and systems that support them, often using a service blueprint. Bring the relevant teams together to identify broken handoffs, duplicated work and conflicting responsibilities, then coordinate changes across the service. Use it when problems span departments or channels and cannot be resolved through interface changes alone. Include employee experience because internal constraints shape what customers receive.