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Jakub Tyczyński

Service Design Transformation Lead in Santander Bank Polska

Co-founder of POGO and LEARN DESIGN. Currently Service Design Transformation Lead supporting key design and transformation processes at Santander Bank Polska.

Jakub Tyczyński


Long Lecture
Product Operations

How to create a design framework for a large organisation? - Conclusions and lessons from 4 years of Service Design implementation at Santander Bank Polska

In our presentation, we will talk about the transformational journey that Santander Bank Polska went through from the first design experiments carried out by a group of enthusiasts to the cross-cutting standardisation of the product development process. We will show how to effectively implement service design on the scale of such a large organisation and why a dedicated framework plays an important role. We also explain how to effectively communicate the value of design in a business-focused environment and why you don't need many designers at all to make Service Design work well in your organisation.

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Jakub Tyczyński



September 4-5, 2023
Krakow + online
5th edition

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