Ask Marc – Journey map operations

Innovating experiences with service design | Smaply podcast

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4+ y ago 34:04

MP3•Episodio en casa

An introduction to journey map operations, a customer-centric management tool for agile organizations and dig into how to embrace this approach in their organizations.

Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-journey-map-operations

Overview

[03:00] Workshop maps, project maps and management maps

[07:00] How to get started with journey map operations

[08:10] What’s the operations part about?

[12:17] How to structure journey maps from macro to micro levels in Smaply?

[14:30] Can you connect all the different journeys?

[15:00 and 17:40] Is there an example for maps in a map?

[15:40] How much time does it take to set up an initial journey map?

[19:30] Who should update journey maps and how frequently?

[23:05] Should everyone contribute or is it better to limit it to a few people?

[24:00] How would you support teams as an external?

[27:30] In your own journey map ops, what details are you focusing on?

[31:00] Who is usually in charge of the management of the journey maps?

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#MBA #Higher Education #Business #Podcasting Education #Marketing #Smaply #Service Design #Journey Map #Design Thinking #Customer Experience #User Experience #Employee Experience #Human Centered Design #Customer Journey #Innovation #Experience Design