Gerry Scullion joins the SDN Global Café on 10 September 2026 to share seven years of journey management work with Dublin City Council — turning a customer service review into a living system.
Most journey maps end up in a drawer. On 10 September 2026 , I'm joining the Service Design Network's Global Café to share how a seven year collaboration with Dublin City Council turned a customer service review into a living journey management system — one that surfaces cost to serve, aligns teams, and drives decisions long after the workshop. Event details Title: Mapping Dublin's Future — What Happens After the Journey Map? Date: 10 September 2026, 15:00–16:00 IST (16:00 CEST / 10:00 ET) Location: Zoom (SDN members only) Host: Service Design Network Speaker: Gerry Scullion, Founder of Humana Design Register on the SDN website → What we'll cover Why most journey maps stall after the readout How Dublin City Council moved from a one off customer service review to an operational journey management practice Making cost to serve visible so service decisions get made Practical patterns for keeping journeys alive across teams and budget cycles If you work in local government, central government or any organisation where services outlive the projects that shipped them, this one's for you.
Humana Design — service design and design research consultancy, Dublin, Ireland.