Service Design

Marc Stickdorn 'Journey Map Ops Q&A'

In this episode, you’ll hear from Ann Padley, Head of Faculty at This is Doing, and Marc Stickdorn, author of 'This is Service Design Thinking' and 'This is Service Design Doing' and trainer at This is Doing.

We chat about the Journey Map Operations session Marc ran at the June Doing Design Festival and answer some of the top questions from session participants.

Marc shares more about how organizations can use journey maps as a dashboard for customer and employee experience and how to get an overview of projects across distributed teams by collecting and building maps into an information system.

We cover how to get started by creating an inventory of maps and how to scale up by building a governance system for organizational alignment.

For the recording of Marc’s session at the Doing Design Festival, visit


Marc Stickdorn

Marc Stickdorn

Marc is a coach, writer, speaker, and facilitator for service design. He co-founded More than Metrics, a software company around renown online design tools Smaply and ExperienceFellow. Also, he co-published the business bestsellers This is Service Design Doing / This is Service Design Thinking.