the blog for experience innovators

Ask Marc

Visualization of a journey map showing multiple channels

May 11, 2022

Ask Marc – about managing CX across online and offline channels

In this webinar, we talked about how to manage customer experience across online and offline channels. The main question was what the challenge of omnichannel customer experience management is. Furthermore, we looked into the details of how you can research experiences beyond digital analytics. Also we will look into why qualitative data is so important and how you can manage experiences if they happen out of your reach.

Marc Stickdorn

December 16, 2021

Ask Marc – becoming a human-centered organization

In this webinar, we talked about how to become a human-centered organization: What's the first step that you can take? What are challenges that you are likely to face? What are chances for first success moments? And who do you need to involve in the process?

Marc Stickdorn

visualization of power point slides on grey background

September 17, 2021

Ask Marc – about presenting journey maps

In this webinar, we talked about presenting customer journey maps: How to approach different audiences, how to tailor journey map details to stakeholder groups, and about types of visualizations and exports for different use cases. After watching this session, you’ll know how to use journey maps as boundary objects to bridge organizational and communicational silos.

Marc Stickdorn

visualization of three different types of workshop groups on grey background

February 18, 2021

Ask Marc – about service design workshops

In this session, we talked about service design workshops: how to run a successful service design workshop? What are the upsides and downsides of in-person workshops and digital workshops? And how to connect the two worlds together?

Marc Stickdorn

emotional journey of three personas on grey background

February 16, 2021

Ask Marc – measuring service design impact

How do you know if your service design project has been successful? How do you prove if your changes and improvements had impact? How can you use numbers to convince others of the effect of prior service design activities so you get budget for the next ones? In this session, we'll talk about measuring service design, the horrible experiences NPS and driver analysis can cause, and the importance of impact controlling.

Marc Stickdorn

December 22, 2020

Ask Marc – about methodology silos

People call ‘it’ service design, design thinking, (holistic) ux design, experience design, to name just a few. Sometimes, organizations even have different teams under these labels – although they actually do the same stuff. On the other side, what some organizations call ‘service design’ might be completely different to what others call ‘service design’. Language matters. And the labels we use, often end up in methodology silos.

Marc Stickdorn

October 9, 2020

Ask Marc – about stakeholder maps

In this session, we talked about the what and why of stakeholder maps, how to create and analyze them, and other types of system maps (value network maps and ecosystem maps). Also you'll get to know different use cases of stakeholder maps.

Marc Stickdorn

July 10, 2020

Ask Marc – about journey map repositories

In this session we talked about hierarchies of journey maps, how they can complement each other, also between different departments and the challenges of implementing such a method in organizations.

Marc Stickdorn

cloud with lightning and heart on a grey background

May 5, 2020

Ask Marc – about experience research

In this session we give an introduction on how to do experience research. We talk about the differences of qualitative and quantitative research and why both of them are interdependent and crucial for an organization. And of course we answer all user questions, such as when to use which UX research methods, examples of ethnographic research and how to calculate the cost of research methods.

Marc Stickdorn

images showing the experience at an airport

March 20, 2020

Ask Marc – about personas on journey maps

In this session we talked about how to use multiple personas on one journey map to compare their experience. Also we included stakeholder groups into the discussion and learn how backstage activities and service blueprints are connected to personas.

Marc Stickdorn

February 14, 2020

Ask Marc – about personas

In this session we talk about how personas differ from market segments and other constructs, how to create and update them, and how to successfully embed them in organizations.

Marc Stickdorn

December 20, 2019

Ask Marc – about journey map operations

In this session we talk about journey map operations, a customer-centric management tool for agile organizations and answer user questions on how to embrace this approach in an organization.

Marc Stickdorn

November 7, 2019

Ask Marc – about insights from the Service Design Global Conference 2019

This episode is about the Service Design Global Conference 2019, news from the service design field and learnings and insights from recent developments.

Marc Stickdorn

Man waving into the camera with a microphone in the foreground.

August 20, 2019

Ask Marc – about employee experience

In this session we talk about employee experience: how to research employee experience, how to build trust and how to start with employee journey management.

Marc Stickdorn