Marc Stickdorn, This is Service Design Thinking, 10 Nov 2011

Marc Stickdorn, co-author of the black book, This is Service Design Thinking came out to play with us in Melbourne! 

Biography:
Marc lectures service design & innovation at the MCI in Austria and guest-lectures at various international business and design schools. With a background in strategic management and marketing, he consults companies and public organisations. Marc is initiator and editor of “This is Service Design Thinking”, created research tools like “myServiceFellow” or the “Customer Journey Canvas” and coordinates multinational research projects on the further development of service design thinking.

http://thisisservicedesignthinking.com/

(Please note: video for the second half of the talk was lost due to a camera fault and has been reconstructed using audio recording and photos. Initially this audio is poor quality, but improves half way.)