Best practices for approaching Customer Journey Mapping activities.

Customers don't care about these efforts. they care about meeting their needs across touchpoints and across the competitive landscape. When done well, an experience…

These are the slides of a talk I gave at the Interaction South America Conference 2013 in Recife, Brazil. Find the videos I showed on our websites: www.myservicefellow.com…

Workshop on service safaris and service storming presented at Next Library 2014.

This is the keynote presentation I gave at the UXCamp Copenhagen in April 2014. It is a modified version of the deck @MrStickdorn and I (@jakoblies) use. Thank you for having…

Many design management methods for service design are a luxury of large companies, who have dedicated research budgets to throw into customer research. They can hire specialist…

"It's not about the tools, it's about the thinking process that led to these tools..."

UX Week 2011, Workshop, This Is Service Design

A Beta version of the Service Innovation Canvas.