The team responsible for CX received a set of trends, inspirations and good practices from the market in building and developing a customer-focused organization. It then developed a new vision of the market leader in terms of customer experience and translated it into concrete initiatives involving the entire organization, planned for a period of 2 years. In this way AXA started the transformation process towards a customer-focused organization.

The team responsible for designing services and experiences of the bank’s clients received a detailed report presenting trends and technologies in the area of investing in order to improve banking services in this area. The report supplemented the knowledge and experience of the team and allowed areas to be selected for further project work on creating added value to the savings and investment offer.

The company’s management and management team has developed a new vision, mission and strategy for creating new and improving the company’s existing 3D printing services.

The Innovation Team wanted to assess which of the 16 concepts of new services have the greatest commercial potential. Based on tests with customers, 3 solutions were recommended that best met their needs.

The Mayor and the Management Board of Warsaw’s Wawer district received a set of recommendations concerning the directions of development of services and offers for residents.

Thanks to the tool – the customer journey, marketing team and product managers received precise information about problems, needs and experiences in the area of employee recruitment in a group of micro-entrepreneurs.

Thanks to the client path tool, the Board received precise information about the problems, needs and experiences of the infertility treatment clinic patients. On the basis of this information, specific improvement initiatives were created. See the description of the implementation.

Innovation team members have gained and practiced the knowledge about the process of team searching and creating innovations based on the Design Thinking approach. The organization also received a ready-made model of work based on this approach. Check what it looks like. Using the client path tool, the innovation team developed changes in the online credit process. See how they worked on it.

The team of the Department of Information and Services for Entrepreneurs (Ministry of Entrepreneurship and Technology) received, verified with entrepreneurs, recommendations for changes and improvements in the services of the government website www.biznes.gov.pl.

30 employees have gained and practiced knowledge about creating new services and improving existing ones as well as customers’ experiences based on the Service Design approach.

Thanks to the client path tool, the Management Board received precise information about problems, needs and experiences of clients registering an accommodation facility on the service pages. On the basis of this information specific improvement initiatives and recommendations of 10 new services were created. See the description of the implementation.

The team responsible for creating support programs for entrepreneurs received a prototype of a new service for companies operating in the area of Industry 4.0, tested with companies.

As part of the bank’s digital transformation project, the client’s service and experience design team received several months’ support in implementing the client-centric approach in the organization. It consisted, among other things, in consultations, everyday joint work and sharing experience, tools and assistance in developing new solutions for clients and implementing an agile design process tailored to the needs of the transforming bank.

The team serving the unemployed received new standards of customer service in the Poviat Labour Office in Szczytno.

The Innovation Team, after analysing the current purchase paths of customers (how customers buy the company’s services and products), received recommendations for improvements in the sales process.

The result of the design process, aimed at improving customers’ experience, were simplified forms for reporting traffic damage and a new, simpler form of presentation of medical insurance offer for companies.

The result of the design process, aimed at improving the experience of employees-participants of the internal company conference, was a modified formula of the event described in the form of a participant path. See the description of the implementation.