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

We are building an independent global network of people doing human-centred work. Create an account, learn, listen, connect and network - for free → https://www.thisishcd.com/signup________________________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-wideJourney management, service architecture and “journey ops” – and why naming really mattersBuilding scaffolding for long-term impact (using the Dublin City Council work as an example)How to speak the language of leadership and show measurable ROIWhy stealth projects can be your best way to build credibilityThe role of AI and tooling – where it helps, and where it’s genuinely dangerousWhy leaders can’t outsource understanding to an algorithmIf 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________________________→ Train my organisation https://www.thisishcd.com/training→ Designing for Social Impact with Service Design with Gerry Scullion (and Rachael Dietkus) at Belfast Design Week https://belfastdesignweek.com/events/designingforsocialimpact-withservicedesign________________________BECOME A MEMBER (IT'S FREE!)→ Take the FREE Introduction to Journey Management course with Marc Stickdorn & Gerry Scullionhttps://www.thisishcd.com/learning/introduction-to-journey-management→ Discover & Connect with others https://www.thisishcd.com/directory → Claim partner discounts https://www.thisishcd.com/partners → Submit an Article https://www.thisishcd.com/blog → Video Courses https://www.thisishcd.com/courses________________________Click here to watch a video of this episode. Creators & Guests Gerry Scullion - Host Marc Stickdorn - Guest