EP055: Marc Stickdorn & Service Design Thinking



Service design thinking is the designing and marketing of services that improve the customer experience, and the interactions between the service providers and the customers.

Tune in for our interview with Marc Stickdorn, consultant, speaker and author of This Is Service Design Thinking as we discuss the key principles of service design and how business leaders can implement them today.

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Key Takeaways:

[1:03] The big idea behind This Is Service Design Thinking.

[3:47] How the linear approach can waste two years of your life.

[8:01] Silos make an organization easy to manage, but this creates friction.

[11:10] The classic trap of change management.

[12:43] Adapt the process to the existing culture in small increments.

[16:20] Fail early. Fail safe. Fail cheap.

[17:54] Effective ways of prototyping and market testing.

[24:45] A “Service Safari” requires management to use their product and sell it.

[26:41] Becoming a customer-centric organization.

[28:21] This Is Service Design Doing is a more experienced approach to integrating service design.