Ask Marc – Measuring service design impact

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Innovating experiences with service design | Smaply podcast

Smaply

19 episodes

9 months ago

The experiences of customers, patients, citizens, employees... are key to your organization’s success and therefore should be coordinated very carefully. This podcast is your go-to-place to learn about how to design human-centered services and get advice from practitioners. Read more about experience innovation on https://www.smaply.com/blog or create your own journey maps, personas and stakeholder maps on https://www.smaply.com

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Ask Marc – Measuring service design impact

Innovating experiences with service design | Smaply podcast

38 minutes 56 seconds

4 years ago

Ask Marc – Measuring service design impact

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.