{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"This is HCD: Human-Centred Design, UX & Service Design","title":"Marc Stickdorn on Journey Management, AI & Leading Change in Chaotic Times","html":"<iframe width=\"100%\" height=\"180\" frameborder=\"no\" scrolling=\"no\" seamless src=\"https://share.transistor.fm/e/641cc4b7\"></iframe>","width":"100%","height":180,"duration":1065,"description":"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.\n\nWe 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.\n\nWe talk about:\nHow to scale service design beyond a single team and embed it organisation-wide\nJourney management, service architecture and “journey ops” – and why naming really matters\nBuilding scaffolding for long-term impact (using the Dublin City Council work as an example)\nHow to speak the language of leadership and show measurable ROI\nWhy stealth projects can be your best way to build credibility\nThe role of AI and tooling – where it helps, and where it’s genuinely dangerous\nWhy leaders can’t outsource understanding to an algorithm\nIf 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.\n\n🔗 Links mentioned\n– Marc’s upcoming book & community: https://www.thisisjourneymanagement.com\n– Smaply blog & resources: https://www.smaply.com","thumbnail_url":"https://img.transistorcdn.com/bbSCGWBz3zqqO7AXkOaFNw5evUGWqKe1HOhqXak5-nM/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS9iZTdi/ZjAyODc0MDkwNjM4/OTdhY2FjZTI1ODY1/M2ZiOC5wbmc.webp","thumbnail_width":300,"thumbnail_height":300}