Stefan Schroeder

Customer-centricity is crucial for success in today's highly competitive world. To achieve this, companies need to develop a deep understanding of the customer journey.

This talk will explore the concept of a Customer Journey Framework, a tool that systematically describes customers' end-to-end experiences, including touchpoints, interactions, metrics, and emotions. By involving all stakeholders and data sources, companies can effectively implement this framework and improve their… Show more

Customer-centricity is crucial for success in today's highly competitive world. To achieve this, companies need to develop a deep understanding of the customer journey.

This talk will explore the concept of a Customer Journey Framework, a tool that systematically describes customers' end-to-end experiences, including touchpoints, interactions, metrics, and emotions. By involving all stakeholders and data sources, companies can effectively implement this framework and improve their customer experience.

Attendees will gain a clear understanding of the Customer Journey Framework and its importance in any Product and CX strategy. They will also receive actionable insights on how to drive innovation and improve customer-centricity. Show less

The technology revolution is here and it is not virtual reality or voice assistants: blockchain, a young industry where excitement is huge around cryptocurrency. However, blockchain is more than bitcoin and making fast money, blockchain evangelists think it can remarkably improve our life. But so far most concepts are technology driven and design in all aspects (CX, UX, Visual, Service and Product design) doesn't play a big role when people think about blockchain and was not part of the… Show more

The technology revolution is here and it is not virtual reality or voice assistants: blockchain, a young industry where excitement is huge around cryptocurrency. However, blockchain is more than bitcoin and making fast money, blockchain evangelists think it can remarkably improve our life. But so far most concepts are technology driven and design in all aspects (CX, UX, Visual, Service and Product design) doesn't play a big role when people think about blockchain and was not part of the revolution so far. That's why this talk will explore the role of design in the blockchain space.

Many blockchain applications don't have an interface yet or do not have an impact on the front-end, but how can we apply design thinking to experiment with and design future products and services based on the new technology foundation? How can we help others to better understand the value, benefits and opportunities blockchain could provide to people, users, customers, organisations and businesses? What are design principles to create trust in a technology that offers complete transparency, privacy and security? What are the next steps for designers to be part and influence the revolution? Show less

We’re on for another 3rd Thursday Service Design chat. This time it’s our privilege to be hosted by SapientRazorfish at their Southbank studio. As usual, we will have a panel to give fuel to the general networking, community building and chatting with refreshments. Oh, and it is Christmas in July themed, so wear your best christmas winter sweater.

As service design as a profession matures, it is more important than ever that we deliver impact at scale. Although as a community, we have… Show more

We’re on for another 3rd Thursday Service Design chat. This time it’s our privilege to be hosted by SapientRazorfish at their Southbank studio. As usual, we will have a panel to give fuel to the general networking, community building and chatting with refreshments. Oh, and it is Christmas in July themed, so wear your best christmas winter sweater.

As service design as a profession matures, it is more important than ever that we deliver impact at scale. Although as a community, we have observed that more often than not, the deliverables of service design never become ‘real’… meaning they never extend beyond journey maps and powerpoint decks. Sound familiar?
Which brings us to the theme for the evening…
If service design is failing to deliver tangible and measurable outcomes to market, with reports suggesting most projects never come to fruition, does this mean we are failing as an industry?
Why does this happen?
What could service designers do differently to get to impact?
How do we overcome this? and what does this mean to the future of the industry?
What value are we delivering? Are we delivering value? What is the cause of this?
How do we measure the intangible impact we’re having? Show less

Customer experience (CX) has finally reached prime time. It is being recognised broadly as a key differentiator of the products and services that businesses offer, no matter what the industry. Business leaders get it: The environments they create and interactions they foster for their customers define their brands. As such, they need to pay closer attention to experience design and related disciplines [including user experience (UX), customer experience (CX), and human computer interactions… Show more

Customer experience (CX) has finally reached prime time. It is being recognised broadly as a key differentiator of the products and services that businesses offer, no matter what the industry. Business leaders get it: The environments they create and interactions they foster for their customers define their brands. As such, they need to pay closer attention to experience design and related disciplines [including user experience (UX), customer experience (CX), and human computer interactions (HCI)].

Along with the aforementioned C-level epiphany, experience designers and product managers are being inundated with (often contradictory) advice from bloggers, analysts, and self-proclaimed experts on how to achieve breakthrough experiences.

And, among this rabble, those same product managers have also formed their own opinions about experience design – opinions which are often heavily influenced by idiosyncratic brand loyalties.

In a world where digital interactions pervade almost every experience that customers have with a brand, business leaders can’t afford to get UX wrong. But how can they get it right when design opinions are endless, design patterns are seemingly infinite, and consumer interactions and expectations are ever-evolving?

I recommend starting by taking a step back, understanding the foundations of experience design, and debunking some of the contemporary, mainstream myths. Show less

Post-it notes help us to brainstorm, to organise, to create, to collaborate, to innovate. But did you know that all started with an accident? Today, 40 years after the invention of the sticky yellow square, I’ll share ten things we can learn about innovation from a post-it note.