Marc Stickdorn on Journey Management, AI & Leading Change in Chaotic Times

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This is HCD – Human-Centered Design, UX & Service Design Thinking Podcast

Gerry Scullion

329 episodes

3 days ago

Welcome to This is HCD – Human-Centered Design, UX & Service Design Thinking Podcast, the global show for designers, innovators, and changemakers who want to create better products, services, and experiences. Hosted by Gerry Scullion, with over 1-million downloads worldwide. Each episode dives into conversations with leading voices in service design, UX design, interaction design, customer experience, and design strategy. Together, we explore the methods, mindsets, and real-world stories that bring human-centered design and design thinking to life. Whether you’re a UX researcher, service design practitioner, product manager, or design leader, you’ll find actionable insights, practical tools, and inspiration to elevate your practice and drive meaningful change. Tune in and join the global human-centered design community — learn how to design with purpose, create inclusive solutions, and shape a more thoughtful future.

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Marc Stickdorn on Journey Management, AI & Leading Change in Chaotic Times

This is HCD – Human-Centered Design, UX & Service Design Thinking Podcast

19 minutes

1 month ago

Marc Stickdorn on Journey Management, AI & Leading Change in Chaotic Times

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In this episode of This is HCD, Gerry Scullion is joined (again!) by service design pioneer Marc Stickdorn – recorded right after they both spoke at SD in Gov in Edinburgh.

We walk (literally) through the current state of service design, why so many teams feel stuck, and how journey management can help organisations move beyond one-off projects to achieve truly systemic change.

We talk about:

How to scale service design beyond a single team and embed it organisation-wide
Journey management, service architecture and “journey ops” – and why naming really matters
Building scaffolding for long-term impact (using the Dublin City Council work as an example)
How to speak the language of leadership and show measurable ROI
Why stealth projects can be your best way to build credibility
The role of AI and tooling – where it helps, and where it’s genuinely dangerous
Why leaders can’t outsource understanding to an algorithm

If you’re trying to move service design from nice decks to real organisational change – in public services or the private sector – this episode is for you.

🔗 Links mentioned

– Marc’s upcoming book & community: https://www.thisisjourneymanagement.com

– Smaply blog & resources: https://www.smaply.com

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Creators & Guests

Gerry Scullion - Host
Marc Stickdorn - Guest