Leveraging the Customer Journey as a dynamic change plan / Daniel Ewerman / Episode #14

Leveraging the Customer Journey as a dynamic change plan / Daniel Ewerman / Episode #14

How do you put customers at the heart of your business? Daniel Ewerman talks about the power of the customer journey when it's treated as a change plan instead of a deliverable. We also talk about the need to design service organisations not just services. ---------------------------------------- EPISODE GUIDE 1:25 - Daniels first encounter with Service Design. 5:17 - Why do organisations fail to put the customers at the center of their business? 14:00 - Why service design(ers) shouldn’t design services but organisations? 22:12 - What if the customer journey is a dynamic change plan? 28:01 - Expert tip: get yourself familiair with the language. 29:18 - Big question: how to create ownership of the change plan? ---------------------------------------- ABOUT DANIEL EWERMAN Twitter ➜ https://goo.gl/6WgiAw LinkedIn ➜ https://goo.gl/3j9rzu LINKS FROM THE SHOW Transformator Design ➜ https://goo.gl/8AXngy Custellence ➜ https://goo.gl/x5kQon Customer experience: why some organisations succeed - and others don't (book) ➜ https://goo.gl/cTVBma ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ http://youtube.com/c/servicedesignshow

Episoder(314)

Design with impact in mind / Marcel Zwiers / Episode #39

Design with impact in mind / Marcel Zwiers / Episode #39

How big are the goals that you're working on? Is there a better way to assess the value of design? And why do we need a Ministery of Design? Important questions on which Marcel Zwiers, who's the found...

2 Nov 201728min

Design is a political act / Anne Stenros / Episode #38

Design is a political act / Anne Stenros / Episode #38

Anne Stenros is the Chief Design Officer for the city of Helsinki in Finland. In this episode she talks about her role, the future of cities and why design is by definition always an political act. -...

19 Okt 201729min

There are no rules when it comes to inventing the future / Chirryl-Lee Ryan / Episode #37

There are no rules when it comes to inventing the future / Chirryl-Lee Ryan / Episode #37

Could we be creating more value by designing less? And if we're designing for change what is it that our generation will remember about this age? An episode in which Chirryl-Lee Ryan takes a moment to...

5 Okt 201729min

What it means for service design to grow up / Louise Downe / Episode #36

What it means for service design to grow up / Louise Downe / Episode #36

New challenges emerge as service design is growing up. The Head of Service Design at the UK government, Louise Downe, talks about how we can sustainable scale service design on an organisational level...

21 Sep 201732min

Design is very simple / Hartmut Esslinger / Episode #35

Design is very simple / Hartmut Esslinger / Episode #35

Hartmut Esslinger has been a designer since the age of 5. Today he is still concerned with how we can design better instead of more products. Design for reuse, modularity and sustainability. And we al...

7 Sep 201732min

How do we democratise Service Design / Hazel White & Mike Press / Episode #34

How do we democratise Service Design / Hazel White & Mike Press / Episode #34

Growing Service Design beyond the boundaries of an agency, department or even an organisation. That is what this episode is all about. Service Design icons, Mike Press and Hazel White, talk about comm...

24 Aug 201729min

The blurring boundary between product and service design / Mark Rolston / Episode #33

The blurring boundary between product and service design / Mark Rolston / Episode #33

Does it even make sense to separate product from service design these days? Mark Rolston talks about how these the worlds have been blending into each other. We also talk about the new design material...

10 Aug 201736min

Is there craftsmanship in Service Design / Mahmoud Abdelrahman / Episode #32

Is there craftsmanship in Service Design / Mahmoud Abdelrahman / Episode #32

How do you become a service design craftsman. What does it take? Is it even possible? Mahmoud Abdelrahman shares his thoughts on this topic. We also discuss how we can design for a better project expe...

27 Jul 201731min

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