Service and product design helps to create a better world.

Product & Service Design

I help organisations and companies that need to adapt to the changing demands of the world, people, and their clients.

I support them in designing UX, services and products that can keep up with these changes and meet business needs, using all state of art design tools, like Adobe, FIGMA, Sketch, Mural/Miro, etc.

Design Facilitation

I facilitate creative processes to help companies and organisations design sustainable products and services.
That means emphasising users and overcoming biases and misunderstood customer orientation.

I strongly believe in the power of co-creation and have led a considerable number of workshops and buildshops to address or ideate solutions for various problem statements.

Design Methodology

Design methodologies like design research, design thinking, and systems thinking make creating a human-centric and holistic approach to design feasible.
It allows us to develop concepts, products, and services tailored to the needs of people and the world around us.

Team leadership

I am an adaptive leader, used to operating with multidisciplinary teams and taking into account each team member’s strengths and possibilities.

Due to my long-term experience as a consultant, I am familiar with several work methodologies and environments, such as agile, design sprints, and lean startup, to create the best possible outcome in each environment.

Home appliance | Schweden | Worldwide 

Electrolux

Electrolux is a leading global appliance company that has existed for more than 100 years. Electrolux, AEG and Frigidaire sell approximately 60 million household products in approximately 120 markets every year.

Challenge:
Electrolux has design teams working in different functions all over the world. Our task was to create a tool that brings different teams together, creating synergies, helping them understand their innovation streams, and giving a strategic global innovation vision.
Based on our research, we designed a prototype of a collaborative innovation roadmap tool to be tested by the teams.

#Research #Strategic design #Co-creation #UX design #Product design #Prototyping#Corporate innovation

Financial services | UK

NatWest Bank

NatWest Group is the largest business and commercial bank in the UK, with a leading retail business. 

Challenge:
NatWest wanted to explore possibilities for better connecting with SMEs and connecting them to third-party services. Research led to a hypothesis that the current customer segmentation was not the way to detect the specific needs of their SME clients. We’ve developed a different approach to better understanding their situation so that we can offer external and internal services that add value to their businesses.

#Research #Workshops #HCD
#UX design #Product Design

NGO | Denmark / Worldwide

UNOPS

Design research to understand H&S application in different cultural contexts. UNOPS is an organisation that belongs to the United Nations and is responsible for reconstructing infrastructure such as roads, hospitals, schools, and water supply after incidents like war, natural catastrophes, etc.

Challenge:
UNOPS wanted to explore the use of H&S policies in 17 developing countries. I led the international research and data analysis to obtain insights that were used ahead in a one-week workshop to teach design thinking methodology to an international group of stakeholders working in H&S. The participants took the insights. They were building possible solutions to improve policies and how they are distributed to construction workers worldwide.

#Research #Co-creation #Facilitation

NGO | Spain

Fundament association 

Design strategy and methodology to resolve problems of social coexistence.
Founder and president. Fundament is a non-profit NGO founded by designers to solve social problems related to coexistence by employing design strategy and methodology to make the world a better place.

Challenge:
Fundament was born out of my personal need to apply service design methods for social good. It is only active in Spain and registered as an NGO. You can visit Fundament here.

#Research #Co-creation #Facilitation #Design for Good #Strategic design #Systems Thinking #ServiceDesign #DesignThinking

Financial Services | Spain

Generali Insurance

Redesign of digital services for Spain in an international collaborative design project. (2017-2019).
Generali Group is an Italian insurance company, third in the world. It has its headquarters in Trieste.

Challenge:
Generali decided to unify digital assets and services internationally to interchange knowledge and improve UX and visual identity in all countries.
It was an international co-creation project, and I led it in Spain, one of the most developed markets, to include local solutions and products in an international design system.

#Design Research # Product Design #Strategic design #Facilitation #Ideation #Co-creation #Servcie Design #APP #Desktop

Financial Services | Switzerland

Zurich Insurance

Service design consulting for “make the difference program”. With its “make the difference” programme, Zurich Insurances is one of the first insurance companies to transform into an actual customer-led organisation.
Zurich Insurance Group Ltd. is a Swiss insurance company, commonly known as Zurich, headquartered in Zürich, Switzerland. The company is Switzerland’s largest insurer.

Challenge:
I was working with a multidisciplinary team from Zurich Insurances to evaluate if a new product would fit customers’ and companies’ needs and to adapt it if it fulfils these requirements. The product was created and won an internal price for innovation.

#Design lecturing#Design Research #Strategic Design #Facilitation #Ideation #Co-creation #Service Design #Interaction design

Financial Services | Spain

Banco Santander

Definition of services and experience of FX (Foreign Currency Exchange) experience.
Banco Santander, a Spanish multinational bank based in Madrid and Santander, is doing business as Santander Group. Additionally, Santander is the 16th-largest banking institution in the world.

Challenge:
The project was about understanding the different ways of applying FX in banking different products and creating new service concepts for FX for different areas and clients based on previous need analysis.

#Design Research #Facilitation #Ideation #Co-creation #Service Design

Manufacturing | Spain

CAF

The digitalisation of maintenance processes.
CAF is the leading international company for turnkey transport projects and the 7th largest train manufacturer worldwide.

Challenge:
The company decided to improve maintenance processes by analyzing data collected from all different electric devices in their train and creating more accurate maintenance foresight. We helped them understand the workers’ needs in the maintenance workshops, structure the available data, and visualize it in dashboards.

#Design Research #Facilitation #Ideation #Co-creation #Service Design #Big Data #Tablet #Desktop

Financial Services | Spain

Banco Popular

Research and co-creation of banking solutions for SMEs and design strategy for creating new relationships between SME customers and banks.
Banco Popular Español, S.A. was the sixth-largest banking group in Spain before Banco Santander bought it as part of a rescue package in June 2017.

Challenge:
Banco Popular decided to discover their most forgotten customer segment: small and medium enterprises. Our work was to understand this heterogeneous customer segment’s different needs and provide solutions to give them better service. The result was 71 initiatives addressed to resolve SMEs’ problems, contemplating the bank’s important role in their business.

#Design Research #Facilitation #Ideation #Co-creation #Service / Product Design#UX design#Design Strategy#APP

Utility Company | Spain

Endesa

Analysis of product and service opportunities for millennials.
Endesa is the largest electric utility company in Spain. It is a majority-owned subsidiary of the Italian utility company Enel and has 10 million customers in Spain.

Challenge:
Endesa was worried about the habits and needs of their future customers. The Millennials. Working with young people (millennials), we discovered what they think about energy and what expectations they have for their future to co-create services and products, considering their needs related to energy.

#Design Research #Facilitation #Ideation #Co-creation #Service / Product Design#UX design#Strategic Design#APP

Retail | Spain

Makro

Omnichannel experience definition for the Spanish market.
Makro is an international brand of warehouse clubs, also called Cash and Carries. The worldwide chain of stores is owned by two companies: Metro AG in Europe and SHV Holdings in Latin America.

Challenge:
Makro Spain wanted to improve its service across its different customer channels. Our work was to research all the channels to understand how Makro interacts with its clients. The result of our work was a service blueprint that offered opportunities to improve communication and interaction between channels and services to improve accessibility for clients in zones where Makro does not reach its customers quickly.

#Design Research #Facilitation #Ideation #Co-creation #Service Design

Health Industries | Spain

Vithas

Exploring big-data usage for processes and unification.
Vithas SA is a private Spanish company that provides health services for more than 5 million patients in 20 hospitals and 20 health centres.

Challenge:
Helping a health organisation to understand the variety and opportunities that consolidation and big-data exploitation could bring in their industry.

#Design Research #Facilitation #Ideation #Co-creation #Service Design #Implementation

Financial Services | Greece

Piraeus / Winbank

APP design and digitalisation of customer processes.
Piraeus Bank was one of the most important banks that survived Greece’s financial crisis. The bank was forced to digitize processes to survive.

Challenge:
Onboard their homogenous client portfolio on digital services through an innovative digital product that allows Piraeus Bank to reduce its ineffective branch structure and drive clients to self-serving. The app won various design prices in Greece.

#Design Research #Facilitation #Ideation #Co-creation #Service / Product Design#Detail Design #Implementation#APP#UX design

Financial Services | UK

TSB / Sabadell bank

A customer and brand-centric APP design for customer services.
TSB Bank is a retail and commercial bank in the United Kingdom and a subsidiary of Sabadell Group.
TSB Bank operates a network of 536 branches across England, Scotland and Wales.
Challenge:
Bringing the bank for people closer to their clients through designing a self-service application that reproduces their people-centric approach in a digital environment.

#Design Research #Facilitation #Ideation #Co-creation #Service / Product Design#APP#UX design

Travel Industries | Spain

Amadeus IT Group

APP fleet/cruise planning digital experience.
Amadeus IT was created in 1987 as a strategic alliance (joint venture) between Air France, Lufthansa, Iberia L.A.E., and Scandinavian Airlines System to create a worldwide provider of information and reservation services for travellers and the general public.

#Design Research #Facilitation #Ideation #Co-creation #Design Concept#Tablet

Travel Industries | Spain

Barceló Hoteles

Redesign the digital experience for Mobile and Desktop.
The Barceló Group is one of the world’s most important tourism companies, with more than 250 hotels and 700 travel agencies on four continents.

#Design Research #Facilitation #Ideation #Co-creation #Detail Design #Implementation#APP #Desktop