Marc Fonteijn
Founder at Service Design Show
Fifteen years ago, Marc Fonteijn discovered the power of design to create positive change, leading him to establish the first service design studio in the Netherlands. After a decade of hands-on experience, he founded the Service Design Show to share insights and empower a new wave of professionals dedicated to human-centered organizations.
Today, Marc’s mission is to equip customer experience professionals with the skills and strategies needed to design services that win both hearts and business success.
Marc Fonteijn
Founder at Service Design Show
Fifteen years ago, Marc Fonteijn discovered the power of design to create positive change, leading him to establish the first service design studio in the Netherlands. After a decade of hands-on experience, he founded the Service Design Show to share insights and empower a new wave of professionals dedicated to human-centered organizations.
Today, Marc’s mission is to equip customer experience professionals with the skills and strategies needed to design services that win both hearts and business success.
Sessions
Welcome
Welcome to day 1 of Beyond the Map, your journey to discover what lies beyond starts here.
Journey management masterclass: How to get started from scratch
Marc Fonteiijn will host the session with insights from his own expereince of adopting Journey Management at Service Design Show and Community.
Jochem will share how closing the loop, and ensuring that product delivery and execution is important - Designing for Movement – How Journey Thinking Shapes Teams, Systems and Responsibility”
How can organizations stay coherent when everything is in motion – customers, teams, technologies? This talk explores how journey thinking creates clarity in complexity by aligning structures, systems and roles around real user movement. Instead of rigid models, we follow a practical approach: one that lets the journey lead, encourages cross-functional ownership, and balances experience, feasibility and business value. It’s a story of shifting from silos to flow – and from static structures to responsive responsibility.
Martin will discuss - Value of Journeys and working out how to ensuring performance and he will be joined by Aude Jacquemin from Lyreco.
Journeys & ecosystemsWelcome
Welcome to day 2 of Beyond the Map, your journey to discover what lies beyond starts here.