Smaply 1 — From Maps to Management: Getting Started with Journey Management
Most organisations have journey maps. Far fewer have journey management. This half-day workshop introduces the core building blocks of Journey Management as a living practice: structuring maps into a hierarchy, connecting them to live data, and turning them into a shared decision-making tool that teams can actually act on. You will learn how to link individual journey maps across levels, add pain points, opportunities, and projects as operational layers, and connect your maps to the task management rhythms of different teams. By the end of the session you will have a clear picture of how to move from scattered maps to a coherent, maintained system, and a concrete plan for getting started in your own organisation.
Date and time: Wednesday, October 28, 2026. 9:00-12:00
Venue: Nextview Frankfurt Design Thinking Center (DTC), Westerbachstraße 47, 60489 Frankfurt
- Workshop Registration is now closed -
Facilitator
Dr. Marc Stickdorn
Founder & CEO
Smaply
Marc Stickdorn is one of the main authors of This is Service Design Thinking and This is Service Design Doing, two widely used books that have shaped how practitioners and educators around the world approach service design. He holds a PhD in design science, with a focus on CX research methods for customer journeys, and lectures at universities and executive programmes on Service Design and Journey Management as organisational capabilities.
As founder and CEO of Smaply, he launched the first dedicated journey mapping software in 2012 and has spent the past decade helping organisations move from one-off mapping exercises to sustained Journey Management practices. He trains teams, advises organisations, and speaks at conferences on how to connect customer and employee experience to the decisions that actually matter.
He lives in Innsbruck, Austria, where the mountains are close, the coffee is good, and the family keeps everything in perspective.
Facilitator
Michael Steingress
Head of Sales
Smaply
Michael Steingress is Head of Partnerships & Sales at Smaply, a journey management software company, and a lecturer in Service Design at IMC Krems. He's spent years helping organisations turn customer journeys from static maps into living management tools and brings that same hands-on, practitioner mindset to everything he facilitates. When he's not deep in journey thinking, you'll find him in Innsbruck, probably flipping through vinyl records, hitting the drums, or fully immersed in geographical maps.
Facilitator
Nicole Broeckling
Service Design & Customer Success
Smaply
Nicole Broeckling is leading Customer Success & Sales for North America at Smaply. She has spent more than ten years in service design and journey management, with a focus on public services in Canada. She brings a hands-on, practitioner mindset to everything she facilitates. She helps organisations introduce and scale Journey Management.
