What a way to spend Friday evening it was: about 70 people hungry for Marc Stickdorn’s facilitation exercise and presentation on journey map operations! Futurice hosted this Service Design Network Finland’s event on 31 January. I’ll share with you in this blog post two insights about journey maps and three points from the facilitation exercise that I found most interesting.
Zooming in and out the journey maps
Journey maps on different levels
Marc Stickdorn states that for agile teams you need journey maps that contain all levels: these are high-level, detailed and micro journey maps. You can zoom in and out on these levels to get into the details of a certain touchpoint. In this way you can map the whole experience of the customer. It is also important to map the touchpoints not provided by your organization. As Marc Stickdorn put it: “The customers have a life outside of being your customer!”
You have to take into account the whole ecosystem where the customer interacts with your service. Finding all these touchpoints really requires careful work when creating the journey maps!
Service design as a management approach
“When an agile organization or team shifts to customer-centric management system, it actually brings design into management. For instance, journey map operations can serve as a dashboard for management including real-time KPIs and data”, said Marc Stickdorn.
I found the new roles needed in organizations using service design as a management approach particularly interesting. You always need to have someone at management level responsible for customer experience. Marc Stickdorn introduced a new role needed in organizations: journey map coordinators. These coordinators lead specialized teams who are in charge of different levels of journey maps across the departments. The teams meet in journey map councils weekly, monthly and quarterly and ask this important question:
“Has someone in our organization something that has an impact on customer experience?”
This is how you prevent people working in silos and make all projects visible for all. Up-to-date journey maps also serve as a tool to visualize processes and align all ongoing initiatives.
“You get the same language, same tools and same perspective for everyone. This is how you build bridges between silos”, said Marc Stickdorn.
Insights from facilitation exercise
1. Warm-up creates a safe space
Marc Stickdorn gave us hands-on experience on co-creating journey maps for different touchpoints. But before kicking off the workshop, we did a warm-up with a hilarious Danish clapping game.
“You need to make people move around and make the room their own. Also make sure that nobody sees from outside to your workshop room – it may be difficult to be relaxed if your boss is staring into the room! And get people to laugh in warm-up – positivity helps always to create a safe space!”
2. Time is the tool for the facilitator
Marc Stickdorn recommends giving precise timings in workshops: 7, 16, 19 minutes and not 5, 10 or 15 minutes – the latter only makes people relax and do nothing first. He also hides the time in the room: “Time is the tool for the facilitator, not for participants! This is called liquid timing.”
3. Three ways of working
- You get speed and diversity when you have all participants working individually with many pens and many pages.
- At the other end of the line you get more completeness and shared understanding with one pen and one page.
- Between these two you work with many pens on one page.
Hands-on experience is a great way to learn, especially when it comes to facilitation. I learned a lot just by watching how Marc Stickdorn facilitated the evening: how he gave instructions, what kind of materials we had and how he guided us through different phases of the workshop – not easy when you have 70 people in the room!
Thank you Marc Stickdorn, Futurice and Service Design Network Finland for a great and productive event!
author: Raija Kaljunen
Master’s Degree student in Service Design at Laurea University of Applied Sciences
Stickdorn, M., Lawrence, A., Hormess, M. & Schneider, J. 2018. This is Service Design Doing. California: O’Reilly Media Inc.