All speakers

Marc Stickdorn


More Than Metrics

Marc is well-known in the global service design community. His award-winning books ‘This is Service Design Thinking’ and ‘This is Service Design Doing’ are foundational texts for service designers around the world. He is also the co-founder and CEO of 'More than Metrics', a company that creates software for service designers, such as Smaply and ExperienceFellow. With a background in strategic management and service design, Marc consults organizations on how to sustainably embed service design in their structures, processes, and culture. He regularly speaks at conferences, and teaches service design at various universities and executive education programs. When he's not working, Marc loves travelling with his family in his camper van, sailing, or riding his motorcycle.

20 Tips - How To Embed And Scale Service Design In Organisations

Service design is a team sport. To have a real impact on the experience of users/customers/employees/citizens, you'll need to involve people from various parts of an organization and sometimes even from multiple organizations. In this context, the key skill of a designer is facilitation. Designers need to handle different people, build bridges between silos of an organization, while at the same time handling the design process, using tools and methods and leading the core design team. Nowadays, many organizations strive to embed service design into their practice or when they have first teams working in service design, they aim to scale this across more departments. In this talk, Marc shares 20 learnings from helping many companies on their journey of embedding and scaling service design. You'll walk away with some hands-on tips on how to use service design as a common language in an organisation to connect organisational silos, and how to craft a roadmap on how to get there.

Q&A with Marc Stickdorn

Andy will take your questions for Marc

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