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Journey Mapping is, without a doubt, one of the most important tools we use. We spend a lot of time and effort to create the most impactful maps we can. 

It\u2019s all part of the job:
\n* Dozens of workshops
\n* Hours doing user research
\n* And weeks of sensemaking.

The perfect journey map. Success! But what comes after the map? 

Unfortunately, in most cases, it\u2019s used... and then stowed away.  The map becomes single-use artifacts, forgotten. Used once, then too difficult to keep updated for when a new design challenge comes along. But it doesn\u2019t have to be that way.

And this brings us to our guest for this week's episode: Florian Vollmer. I dare to say that Florian has cracked the code when it comes to managing journeys on a large scale. How large? His team works with 100+ journey maps and 500+ innovation opportunities globally.

I couldn\u2019t imagine it was possible when I first heard that. But today, Florian not only brings our stowed-away journeys back to life but integrates them with a hundred more. Effectively breaking down silos and fueling collaboration. Avoiding rework and overcoming internal resistance. No easy task. Florian needed to find the connection \u2013 something that tech, business, CX, and every other department would embrace.

In this episode, you'll hear how Florian transitioned from journeys as (very useful) single-use artifacts to being the backbone of ongoing CX innovation. We\u2019ll learn about:
\n- How you can build a repository of journeys even when you don\u2019t get the explicit task to do so.
\n- What the key criteria are for selecting the right journey management tool?
\n- And how you need to tweak the service design process when you want to reach 100% journey coverage.

No matter where you are in your service design journey (no pun intended), this conversation has the potential to take it to the next level! I really enjoyed the pragmatism in Florian's stories. Sometimes you need to let go of common practices and just do whatever it takes.

Enjoy the conversation.

- Marc

--- [ 1. GUIDE ] -\u2014

00:00 Welcome to episode 168
\n03:45 Who is Florian
\n06:45 Lightning round
\n09:45 Operating at scale
\n13:15 What do you manage
\n14:30 Who is the team
\n16:00 How did it start
\n21:00 Finding broader adoption
\n26:00 Where do you find the time
\n28:15 What is the brief
\n31:15 Beyond service designers
\n34:00 Importance of tools
\n40:15 Crossing the tipping point
\n42:45 Simplifying complexity
\n46:45 Lessons learned
\n49:00 Taking more time
\n50:45 Meets sustainability
\n52:15 Big questions
\n55:15 Closing thoughts

--- [ 2. LINKS ] ---
\n* https://www.linkedin.com/in/florianvollmer/
\n* Thinking in Systems (book) - https://amzn.to/40lcJAB
\n* DMI article - https://www.dmi.org/page/ADMC2022proceedings (pdf - page 254)

--- [ 3. SELLING SERVICE DESIGN WITH CONFIDENCE ] ---
\nGet your clients, colleagues, managers and CEOs as excited about service design as you are.

https://servicedesignshow.com/confidence