We had two speakers representing a banking sector - Magdalena Macko, Customer Experience Director at ING Bank Slaski and a consultancy - Wieslaw Kotecki, Experience Design Leader, Deloitte CE. 

Magdalena presented the application of Service Design in the design sales process in one of the projects she participated in the bank. She explained how the Double Diamond model was used and pointed out on the major challenges encountered from the phase of research and observation of clients to the testing and implementation phase. Magdalena stressed the importance of behavioral economics in the design process.

Building on his experience of projects he participated in the consultancy, Wieslaw presented his insights on how to be flexible and pragmatic in design. Among them he highlighted the ability to draw conclusions from the mistakes and to treat them as lessons learnt in the next projects, and the importance of the user's perspective is in design. He illustrated the latter with an example of a candidate experience during recruitment.

#SDNPL: Beata Bieńkowska, Katarzyna Młynarczyk, Marta Kuroszczyk, Tomek Bieńkowski, Piotr Wojciechowski.