Marc Stickdorn


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Marc Stickdorn is a German trainer and consultant for service design thinking. He lives in Innsbruck/Austria where he co-founded two start-ups.

He internationally supports both private and public organizations to build up knowledge in the field of service design. He supports them to apply service design within their organizational structures and processes aiming to break down silos, reduce development costs of new products and services and to increase customer experience. Marc is associate of DesignThinkers Academy in Amsterdam/NL and WorkPlayExperience in Nuremberg/GER. In 2010, Marc and Jakob Schneider published the award-winning book “This is Service Design Thinking”. 

In 2012 Marc co-founded smaply, a software company developing software for service design. Smaply is a web-based software to visualize customer experiences with personas, stakeholder maps, and customer journey maps.

With a background in strategic management and information systems, Marc is a visiting / adjunct professor at various business and design schools. He published numerous academic papers on service design and ethnography – including two best paper awards. He pursues a PhD at the University of Erlangen-Nuremberg in Germany in information systems – Innovation and Value Creation.

In his research, he developed the innovative research approach of mobile ethnography using smartphones to collect real data from customers. This research led to his latest start-up in 2013: the academic spin-off ExperienceFellow. A combination of mobile apps and web-based software to research customer experience through mobile ethnography.

Best author’s book


This is Service Design Thinking

Andy Budd