A talk Marc gave at the UI20 conference in Boston, November the 3rd, 2015.
This is Service Design Thinking: http://www.thisisservicedesignthinking.com
This is Service Design Doing: http://www.thisisservicedesigndoing.com
1. The typology of journey maps
2. Customer experience research
3. Prototyping services
4. Service design and start-ups