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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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• Gerry Scullion - Host
• Marc Stickdorn - Guest