We heard two interesting opening speeches on how service design has helped improving both the service processes and customer experiences in Private Banking (Pontus Slotte, partner) and Real-Estate & Housing SKV (Timo Kaisla, CEO).
Moreover, we were able to hear first-hand brief on the success and pitfalls of running a development project with SD tools. The evening was hosted by concept management team leader, First Vice President Taina Mäkijärvi and Senior Concept Manager Riitta Vainikka from Nordea. After the opening speeches we split up in 3 groups, which all decided independently, which SD-related subject they would like to elaborate. Groups created ideas on “internal marketing” – how to convince upper management on the benefits of SD, and how to encage colleagues that are not yet familiar with SD. Many of the ideas were ready to be taken into practice immediately, which delighted the co-creators quite a lot.
We also proofed one SD-tool created by Nordea´s concept team. All in all, it was an energising event! The 3rd BMU will be held in the beginning of 2016 and Digia Plc will be hosting it. The exact date will be announced later. The BMU events are a confidential sharing platform for company representatives and internal service designers only.