Marc consults organizations on how to incorporate service design into their structures and processes and trains their teams in service design. He is an adjunct professor for service design and innovation at various businesses and design schools. In 2010 he published the award-winning book “This is Service Design Thinking” together with Jakob Schneider.
He's currently writing a new book "This is Service Design Doing" together with Jakob, Markus and Adam, the instigators of Global Service Jam. Marc is also an entrepreneur with two service design startup's he recently launched: In 2012 he co-founded smaply, a web-based software to visualize customer experiences, and in 2013 ExperienceFellow, a tool to research customer experience through mobile ethnography.
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25
14:00 - 17:30
Room 1Workshop
Designing Cross-Channel Experiences
This workshop will present you some service design tools and give you hands-on tips on how to use them in real-life settings. Based on common UX tools, such as personas, you'll learn how to visualize cross-channel experiences with customer journey maps and how to identify gaps in the costumer experience flow. It will also introduce value network mapping to illustrate product-service ecosystems and how to create value for specific stakeholders within complex systems.
What will be covered:
- Service design overview
- How to use personas in a service design context
- How to create journey maps to visualize cross-channel experiences (current state and future state)
- How to visualize product-service-ecosystems with value network maps.