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المحتوى المقدم من Smaply. يتم تحميل جميع محتويات البودكاست بما في ذلك الحلقات والرسومات وأوصاف البودكاست وتقديمها مباشرة بواسطة Smaply أو شريك منصة البودكاست الخاص بهم. إذا كنت تعتقد أن شخصًا ما يستخدم عملك المحمي بحقوق الطبع والنشر دون إذنك، فيمكنك اتباع العملية الموضحة هنا https://ar.player.fm/legal.
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Ask Marc – presenting journey maps
Manage episode 302365215 series 2918089
المحتوى المقدم من Smaply. يتم تحميل جميع محتويات البودكاست بما في ذلك الحلقات والرسومات وأوصاف البودكاست وتقديمها مباشرة بواسطة Smaply أو شريك منصة البودكاست الخاص بهم. إذا كنت تعتقد أن شخصًا ما يستخدم عملك المحمي بحقوق الطبع والنشر دون إذنك، فيمكنك اتباع العملية الموضحة هنا https://ar.player.fm/legal.
Read more about this topic on the Smaply blog:
19 حلقات
Manage episode 302365215 series 2918089
المحتوى المقدم من Smaply. يتم تحميل جميع محتويات البودكاست بما في ذلك الحلقات والرسومات وأوصاف البودكاست وتقديمها مباشرة بواسطة Smaply أو شريك منصة البودكاست الخاص بهم. إذا كنت تعتقد أن شخصًا ما يستخدم عملك المحمي بحقوق الطبع والنشر دون إذنك، فيمكنك اتباع العملية الموضحة هنا https://ar.player.fm/legal.
Read more about this topic on the Smaply blog:
19 حلقات
كل الحلقات
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Innovating experiences with service design | Smaply podcast
![Innovating experiences with service design | Smaply podcast podcast artwork](/static/images/64pixel.png)
Read more about the topic on the Smaply blog: Customer journey mapping in tourism Understanding gender to design tourism services: an interview with Sylvia Prunthaller
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Innovating experiences with service design | Smaply podcast
![Innovating experiences with service design | Smaply podcast podcast artwork](/static/images/64pixel.png)
1 Ask Marc - managing CX across online and offline channels 27:04
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Read more about the topic on the Smaply blog: Interview transcript and slides: Ask Marc about omnichannel experiences The basics of omnichannel experiences
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Innovating experiences with service design | Smaply podcast
![Innovating experiences with service design | Smaply podcast podcast artwork](/static/images/64pixel.png)
1 Ask Marc – becoming a human-centered organization 33:03
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احب33:03![icon](https://imagehost.player.fm/icons/general/red-pin.svg)
Read more about the topic on the Smaply blog: Interview transcript and slides: Ask Marc about human-centered organizations
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Innovating experiences with service design | Smaply podcast
![Innovating experiences with service design | Smaply podcast podcast artwork](/static/images/64pixel.png)
Read more about this topic on the Smaply blog: Interview transcript and slides: Ask Marc about presenting journey maps
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Innovating experiences with service design | Smaply podcast
![Innovating experiences with service design | Smaply podcast podcast artwork](/static/images/64pixel.png)
Read more about the topic on the Smaply blog: Customer journey mapping in marketing
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Innovating experiences with service design | Smaply podcast
![Innovating experiences with service design | Smaply podcast podcast artwork](/static/images/64pixel.png)
Read more about the topic on the Smaply blog: Customer journey mapping in banking: what it is and how to get started Use Smaply to create banking journeys
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Innovating experiences with service design | Smaply podcast
![Innovating experiences with service design | Smaply podcast podcast artwork](/static/images/64pixel.png)
Read more about the topic on the Smaply blog: Volunteer journey mapping: managing experiences with NGOs Create your own journey map on www.smaply.com Learn more about experience innovation on www.smaply.com/blog
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Innovating experiences with service design | Smaply podcast
![Innovating experiences with service design | Smaply podcast podcast artwork](/static/images/64pixel.png)
Read more about the topic on the Smaply blog: What is user journey mapping and how to create a user journey map? – for SaaS and beyond
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Innovating experiences with service design | Smaply podcast
![Innovating experiences with service design | Smaply podcast podcast artwork](/static/images/64pixel.png)
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? Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-service-design-workshops Overview [2:00] Introduction [10:45] What are the upsides and downsides of in-person and digital workshops? [13:25] What is your advice for the duration of an online workshop? [15:35] Is there an optimal size in terms of people for a workshop? [21:50] Do you think the future will be to be physically in a workshop, but using a digital tool to work together? [24:00] How do you manage more dominant workshop attendees to make sure there is an even amount of interaction? [30:10] Can you talk a little bit about the best ways to co-create with users in a workshop setting? Do they participate just like other participants? How do you best facilitate that co-creation? [33:45] In a journey mapping team, how do you use the breakout rooms? And how do you keep an overview and a shared understanding of the journey?…
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Innovating experiences with service design | Smaply podcast
![Innovating experiences with service design | Smaply podcast podcast artwork](/static/images/64pixel.png)
1 Ask Marc – Measuring service design impact 38:56
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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. Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-measuring-service-design Overview [2:35] Introduction [10:40] How can emotional impact be measured the best? [16:40] What is a reasonable expectation is for a company in their first year of their journey mapping journey? [21:15] How frequently is it okay to ask customers to take a survey? [25:50] Do you have any tips on what kind of approach one should follow for conducting research in an environment of involuntary consumers? [28:00] How can you best share qualitative data to people with a quantitative background in a way that is compelling for them? [30:10] Would you measure the service design impact on employees in the same way that you would do for customers? [31:10] How do you measure the value of service designer contribution when there are multiple projects with overlapping KPIs running? [33:00] In the pre-service phase what are some practical ways that companies can manage customer expectations? [35:10] Would you say that service design must always have some measurable impact or are there moments when it can be justified by knowing that a redesign is important?…
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Innovating experiences with service design | Smaply podcast
![Innovating experiences with service design | Smaply podcast podcast artwork](/static/images/64pixel.png)
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. Let’s take look beyond these silos in our next episode! Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-methodology-silos Overview [03:13] Introduction [09:20] Service design vs. design thinking? [12:20] Service design vs. product design? [13:55] What are UX designers duties and what skills do they need? [18:50] How to introduce or prove the value of customer journey maps to process engineers? [20:40] How totry and discern whether a company does the design process well? [23:45] Is there anything specific I need to learn if I want to become a service designer? [26:00] Activities, methods or tips that help to break out of siloed thinking [29:50] Resources for people who are learning on a done-well version of the process…
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Innovating experiences with service design | Smaply podcast
![Innovating experiences with service design | Smaply podcast podcast artwork](/static/images/64pixel.png)
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. Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-stakeholder-maps Overview [01:40] Introduction [07:25] Who should complete a stakeholder map? [09:30] How do stakeholder maps interact with other features of Smaply? [12:10] What are best practices for identifying stakeholders for digital transformation in the public sector? [18:50] How do you explore and identify conflicts between stakeholders? [21:20] How frequently do systems change and therefore also the system maps? [22:45] How do you find and choose relevant stakeholders? [25:10] Who are we putting at the center and how complex do we want to make our maps?…
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Innovating experiences with service design | Smaply podcast
![Innovating experiences with service design | Smaply podcast podcast artwork](/static/images/64pixel.png)
In this session we talked about journey map hierarchies, how to connect journeys within departments, and how a repository helps standardize customer centricity activities. Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-journey-map-repositories Overview [05:30] Introduction [14:20] How can you establish links and enable traceability between customer and operations / organization metrics using repositories? [18:10] What is a good way to connect all the different journeys within one company? [20:00] How could journey map repositories work for journey maps that cover journeys across all kinds of different government agencies that work independently? [21:45] How do you operationalize this if you are for example a bank? [27:20] What are the biggest barriers for implementing such a method in large organizations and how do I overcome these barriers? [31:00] How can you realign journey mapping activities between departments? [34:25] How do you cope with data security when linking real-time data that we talked about to a repository like this? [37:10] What is a boundary object? [38:00] Is a repository of templates and taxonomy that can standardize journey mapping a good place to start? [39:00] Which government did a journey map from life events that you spoke about earlier? Is it possible to share that information?…
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Innovating experiences with service design | Smaply podcast
![Innovating experiences with service design | Smaply podcast podcast artwork](/static/images/64pixel.png)
1 Ask Marc – Customer experience research 34:22
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In this session, we discussed how to research experiences of customers, employees, citizens or other stakeholders and use the data on journey maps. Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-experience-research Overview [01:35] Introduction [07:15] How do you get to good quality results with limited budgets? [16:58] When do you suggest which UX research method to use? [20:20] What are examples of ethnographic research? [24:00] How do you calculate the cost for each research method? [28:05] How do you review research data to highlight assumptions, without questioning others' abilities, if someone else collected the data? [31:06] Do you recommend that customers also use the ExperienceFellow app? [31:45] Can we get a full GPS map that records a full route without having to record all the experience points?…
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Innovating experiences with service design | Smaply podcast
![Innovating experiences with service design | Smaply podcast podcast artwork](/static/images/64pixel.png)
How to use multiple personas on one journey map to compare their experience? We also talk about stakeholder groups and learn how backstage activities and service blueprints are connected to personas. Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-personas-on-journey-maps Overview [03:28] How many personas are too many? Can you get too granular? [06:15] What kind of persona is useful for developing a TV channel and how do you use personas in a media project? [11:18] How can you use a journey map to best show how different personas meet or interact with each other? [17:15] How do you work with complex maps where you have loads of stakeholders? [21:22] Is there one-on-one mapping between personas and the organization stakeholders? [23:50] When does it make sense to have multiple personas on one map, versus one journey map per persona? [25:53] How do you rate the emotional side?…
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يقوم برنامج مشغل أف أم بمسح الويب للحصول على بودكاست عالية الجودة لتستمتع بها الآن. إنه أفضل تطبيق بودكاست ويعمل على أجهزة اندرويد والأيفون والويب. قم بالتسجيل لمزامنة الاشتراكات عبر الأجهزة.