Ask Marc #11 – measuring service design impact

January 13, 2021

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.

This series was initiated as a place for folks to learn more about service design and journey mapping software. Our co-founder and CEO Marc Stickdorn and the Smaply team share their experience on how to embed and scale service design in organizations. The sessions usually kick off with a short introduction to the focus topic to bring everybody to the same page, followed by user questions and deep discussions of best practice examples.

The webinar takes place on

Thursday, 11 February 2021


In the meantime check the last sessions out on Spotify, iTunes and Google Podcasts.

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