Customer Journey Mapping | Daniel Sunden + John Flitcroft

Claus Raasted is an experience and behavior designer who creates Live Action Role Play (LARP) events, where groups of strangers come together to collaborate on co-creating their shared experience. This is especially relevant when facilitating the design process with groups of people who are not used to working together (such as different divisions, company partners, or even community members). We discuss how to help a group of collaborators become comfortable enough as a team to co-create something great.  ________ Check out the show notes for all references and links. ________ Feedback loops are crucial in service design! Please take a moment to share your thoughts about this show at whyservicedesignthinking.com/feedback ________ Love what you hear? Please subscribe, rate, and review us. Each review goes a long way. As always, thank you for listening!

Developing our confidence as designers isn’t just for our own benefit. Sometimes, it can be the driving factor in getting important ideas heard and growing our impact as a designers. Lauren is Head of Design at Good Lab in London and the founder of #UPFRONT - an organization that exists to change confidence. You can sign up to her online course in authentic confidence for women here. Check out the show notes for all references and links. ________ Feedback loops are crucial in service design! Please take a moment to share your thoughts about this show at whyservicedesignthinking.com/feedback ________ Love what you hear? Please subscribe, rate, and review us. Each review goes a long way. As always, thank you for listening!

Real estate (for housing and office space) is not just a commodity - it is an important service in our lives that needs to be designed as such. Lindsay Miller is the Managing Director of Business Development & Operations at the Dubai Design District and she played an instrumental role in developing this human-centered neighborhood. Check out the show notes for all references and links. ________ Feedback loops are crucial in service design! Please take a moment to share your thoughts about this show at whyservicedesignthinking.com/feedback ________ Love what you hear? Please subscribe, rate, and review us. Each review goes a long way. As always, thank you for listening!

One of the most important applications of service design is in the government or public services sector, where there is a big potential to create efficiency and meaningful change. We talk with Benjamin Taylor, who is a consultant in public services. As the founder of RedQuadrant management consultancy and a Chief Executive of the nonprofit Public Service Transformation Academy, Benjamin has a long history of innovating public services. Check out the show notes for all references and links. ________ Feedback loops are crucial in service design! Please take a moment to share your thoughts about this show at whyservicedesignthinking.com/feedback ________ Love what you hear? Please subscribe, rate, and review us. Each review goes a long way. As always, thank you for listening!

Today, we talk with Paul Bulencea, who is the co-founder of the College of Extraordinary Experiences, a disruptive annual experience design conference that is held in a castle in Poland. Paul discusses how the economy is shifting from being based on services to being based on experiences and how businesses can beat commoditization by providing memorable experiences. Check out the show notes for all references and links. ________ Love what you hear? Please subscribe, rate, and review us! Each review goes a long way! Special thanks to Monica Shriver of BraveMusician.com for this episode's theme music.

Jod Kaftan is the Group Design Director at Fjord in Los Angeles, overseeing the LA design practice and developing the team and quality of work. As a proponent of meaning in design, he provides valuable insights about how creating meaning can lead to customer loyalty. Check out the show notes for all references and links. ________ Love what you hear? Please subscribe, rate, and review us! Each review goes a long way! Special thanks to Monica Shriver of BraveMusician.com for this episode's theme music.

Behind every successful business is solid backstage system that gives its customers a consistent experience and helps the business become sustainable in the long run. Joanna Waterfall, founder of Yellow Co, talks about how she implemented systems within her business from day one.  Check out the Yellow Conference! In the episode, Joanna references the book, The E-Myth Revisited. Check out the show notes for more info! ________ Love what you hear? Please subscribe, rate, and review us! Special thanks to Monica Shriver of BraveMusician.com for this episode's theme music.

WIN A COPY OF MATTHEW'S NEW BOOK AT WHYSERVICEDESIGNTHINKING.COM/FUTURES.   Social Enterprises are one of the most important forms of business today and one of the most crucial components of a social enterprise is to create the future that we want to live in. Matthew Manos, designer, social enterprise builder, and innovative thinker, wants to help you do just that, with his new book, Towards a Preemptive Social Enterprise. ________ Love what you hear? Please subscribe, rate, and review us! Special thanks to Monica Shriver of BraveMusician.com for this episode's theme music.

DOWNLOAD A FREE CUSTOMER JOURNEY MAP TEMPLATE on whyservicedesignthinking.com!   One of the first steps business owners should take in serving their customers is identifying the customer journey. As a customer interacts with different points in the business, there are multiple opportunities to design their experience every step of the way. We talk with two design strategists in Europe - Daniel Sunden and John Flitcroft, who walk us through making the most of a customer journey.   ________ Love what you hear? Please subscribe, rate, and review us! Special thanks to Monica Shriver of BraveMusician.com for this episode's theme music.

This is an unprecedented mini episode that will preview our next big topic – customer journey mapping. I just had a wonderful interview about with two design strategists in Europe - Daniel Sunden and John Flitcroft. Somehow our discussion about customer journeys led us to look at the customer journey of pizza. It was such an interesting tangent that I wanted to share it with you in its own context – 3 different journeys of ordering pizza in the UK, Sweden, and the US. Enjoy and look out for the complete interview in the next episode.   ________   Check out the website to download a free ideation worksheet: whyservicedesignthinking.com.