In our first spring Engage meet-up we explored different ways of making IT more human-centered. Our guest speakers shared insights from a strategic angle, on how to architect the customer experience in a large organisation, to more practical ways on how designers and IT can work together. On top of that a case study of a company that is currently working on this topic was presented. In the second part of the evening we rolled up our sleeves and tried out the presented methods in the practice. We closed up the evening with drinks and heated conversations.
Melvin Brand Flu
As partner at Livework, a pioneering service design agency, Melvin leads business and strategy projects and advises clients about strategy, business design, and customer engagement. For the last 26 years he has worked for global brands, governments, and small businesses across the continents, delivering high impact projects and programmes in various sectors. His background is a mix of strategy, business, IT, marketing, and change management.
Mauro is Co-Founder and Designer at Boana, a design studio specialized in digital product design and he co-run the Service Design Berlin. At Boana, he designs digital products and services both consumer facing and b2b (back office). Previoulsy Mauro has worked as in-house designer at Deutsche Telekom and SAP with clients from all over the World. In his talk he will discuss the importance of the design of services and products for the back office of organizations and present his experience on how to overcome the usual disconnection of the IT department and service design.
Maaike is a business architect at DSW Health Insurance. She manages the IT-project-portfolio and advises management on the improvements and innovations with the use of IT.
Health insurance companies have highly automated processes enabling develop advanced digital services. But they were originally designed last century, rendering some concepts out of date. To live up to increasing customer expectations DSW is now developing a digital-first strategy. This strategy focusses on both new ideas for services and on creating basic conditions for transparency of all data and self-service of all actions. In her talk Maaike will tell us about the steps and struggles on this journey.