Marc Stickdorn

Marc Stickdorn is an Adjunct Professor for Service Design and Innovation at the Chair of Information Systems I, Innovation and Value Creation at Friedrich-Alexander-Universität Erlangen-Nürnberg (FAU), School of Business, Economics and Society. He also serves as CEO of ExperienceFellow, a tool for mobile ethnography-based customer experience research. His work focuses on integrating service design into organizational structures and processes. He co-authored the award-winning book 'This is Service Design Thinking' (2010) and co-founded smaply (2012), a web-based customer journey visualization tool, and ExperienceFellow (2013).

His research interests span service design, innovation management, and customer experience methodologies. Notable work includes a mixed-methods study on stakeholder satisfaction in sports events (2021). Awards include recognition for his influential book on service design.

Stickdorn’s professional activities blend academia with entrepreneurship, bridging design thinking and business innovation. His tools (smaply, ExperienceFellow) emphasize practical applications of customer-centric research methods.