Hi! This is a sample of my service design portfolio. Happy to share more details in person.
IMPROVING RELATIONSHIP WITH PARTNERS
Boehringer Ingelheim (BI) is the biggest private pharmaceutical company. The business units in Bulgaria and Romania are facing challenges such as competition, legacy and new expectations by the healthcare professionals.
The project scope was to improve the communication between BI's medical representatives and the healthcare professionals.
CLIENT: Boehringer Ingelheim
SERVICE IMPROVEMENT AND COMMUNICATION
The biggest logistics company in Bulgaria offers hundreds of services and needed help to identify the reasons causing confusion among customers and employees with one particular service.
We have organised 30+ phone interviews and 10+ observations based on which we developed personas, customer journey maps and a service blueprint. The reasons for misunderstandings became quite obvious and the team generated tens of ideas for improvements.
CLIENT: Econt
ONLINE ONBOARDING FOR INDIVIDUAL CUSTOMERS
In line with digitalising the bank offering, we investigated the need and acceptance of having an online onboarding for individual clients.
After an extensive research we identified a need for a trustworthy and smooth process and designed a flow which would meet customers’ expectations and would offer a great customer experience. we worked closely with UX designers to create a smooth process for the customers. The solution was launched in 2018.
CLIENT: ING Romania
CREATING PERSONAS
Pharmalex is a leading provider of specialized services for the pharmaceutical, biotech and medical device industries that have grown inorganically in the past few years, acquiring companies with varied expertise and from different geographies. The challenge was to get to know their new customers and we worked with 25 international team to create Pharmalex\s new personas.
CLIENT: PharmaLex
ARTIFICIAL INTELLIGENCE FOR CLEAN DATA
The initiative developed and tested an algorithm which would ensure clean data pool being able to identify and match data items between legal contracts and the company data warehouse.
Among the many use cases are accurately calculated risk-weighted assets and correct, cheaper and faster migration of data between different warehouses. The solution will land at group level.
CLIENT: ING Netherlands
EASY TAX DECLARATION
Filling tax declaration in Germany is a process that is time consuming and confusing for most tax payers. The existing solutions on the market (software, consultants, community) still require at least some knowledge about taxes and a rigorous collection and sorting of documents.
We've come up with a vision for one click solution that would automatically collect taxpayers’ invoices from different sources and would fill in everything directly to the online tax declaration. The first version will be launched in 2018.
CLIENT: ING Germany
UX DESIGN FOR THE NEW PLATFORM
Cobuilder is a Norwegian company, offering an IT platform that employs all relevant international standards for data management to help construction industry actors exploit the potential of product data.
We helped a diverse team of experts to design the new onboarding flow for different stakeholders.
CLIENT: Cobuilder
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NEW OFFER INTO THE MORTGAGE PROCESS
Our mission was to identify the best moment in the mortgage process to offer an insurance product to ING customers as well as which insurances are the most adequate to offer to customers buying a home.
After a number of experiments we were able to identify the best offer and companies to partner with. The solution will be launched in 2018.
CLIENT: ING Germany
CREATIVE LEADERSHIP TRAININGS
Leadership mindset and skills are the building block for innovation and transformation; without it, one cannot grow the others and the organisation. Part of the modules in this program are dedicated to
developing the right mindset while the others focus on the right skills and tools to lead with inspiration in a consistent, systematic and sustainable way.
CLIENT: LAUREA University, Finland
HANDYMAN - CONNECT HOME OWNERS AND HANDYMEN
Empowering consumers to find and schedule maintenance for their apartments and houses with a click or a tap. The task was to get inside the head and heart of property owners, to imagine their pain points and to think about what our service can do to make their lives easier.
We had to design the new flow from UX perspective.
CLIENT: German startup
THE FUTURE OF SMART PACKAGING
How a smart packaging could enhance customer experience by bridging the gap between digital and physical products.
The challenge was to create new and innovative shopping experience and generate a strong customer benefit
CLIENT: Henkel
AWARD-WINNING FOLLOW UP CONTACT EXPERIENCE
This project was about the first 100 days after a car has been handed over to its new owner. The follow-up contact phase has a positive correlation to overall customer happiness, as well as a customer’s brand loyalty.
The task was to elevate the brand’s customer experience to a “best-in-the-class” level that will win customer service awards.
CLIENT: Porsche
SERVICE DESIGN TRAININGS
Series of trainings delivered for participants both from private and public sector interested in developing their business operations together with creative professionals representing different fields.
The participants worked in small teams developing solutions based on real business cases. Skills acquired: Team work, diversity, service design and co-creation methods.
CLIENT: LAUREA University, Finland
TRANSLATE LEADERSHIP VISION INTO REALITY
Large organisations are facing VUCA (volatility, uncertainty, complexity and ambiguity) dynamic, higher customer expectations, globalisation and new market players. Therefore there is a clear a need to adapt to those challenges and to lead in a more collaborative, entrepreneurial and agile mode.
CLIENT: Henkel
SOCIAL INNOVATIONS PLATFORM
Our team was commissioned to identify the biggest challenges faced by startups and social innovators in Bulgaria and to find a solution.
We have build a platform that lists all necessary resources for new entrepreneurs starting with financing opportunities, training, networks, events, and free tools. The platform includes free online trainings as well.
CLIENT: The European Commission
CLEANTECH STARTUP ACCELERATOR
Climate-KIC Accelerator is an acceleration programme focused on climate impact by cleantech commercialisation. In three stages, the 18-month program brings knowledge, resources, tools and the coaching a cleantech start-up needs for success.
This year I worked with more mature startups which already had prototypes. The focus was customer discovery, MVP and experimentation.
CLIENT: CLIMATE-KIC
CLEANTECH STARTUP ACCELERATOR
Climate-KIC is the EU’s main climate innovation initiative.
I was mentoring team and teaching design thinking and storytelling to all seven teams throughout the three-months program.
All teams made it to a prototype and some of them found further investments and have a viable business now.
CLIENT: CLIMATE-KIC
INCLUSIVE GREEN ACADEMY
One of the biggest non-governmental organisations in Bulgaria is aiming to create an inclusive summer academy for children and parents in a pristine mountain area. The objective was to develop a number of activities accessible for all children, including children with disabilities and parents.
Along with a diverse team of experts and applying the principles of universal designed, the academy is ready to launch. Case study featured in SDN library.
CLIENT: Biodiversity Foundation
BUSINESS CREDIT CARD
ING Romania would be the first bank to offer a credit card tailored to the needs of small and medium sized enterprises.
After talking to over 15 clients, we got a deep insight into their needs and crafted our value proposition around them. The solution will be launched in 2018.
CLIENT: ING Romania
LOYALTY PROGRAM
An online printing house with ambitious loyalty program, willing to improve the program and sharpen the value it offers to loyal customers. We made a research among the loyalty program customers and identified a discrepancy between customers’ needs and loyalty program offer and came up with a list of recommendations.
CLIENT: Pixartprinting London
OVER 100 TRAININGS, MASTER CLASSES AND WORKSHOPS.
SERVICE DESIGN | DESIGN THINKING | CREATIVE LEADERSHIP |
PLATFORM DESIGN | IDEATION | EXPERIMENTATION | BUSINESS MODEL INNOVATION | STORYTELLING
