Jump-starting the Simplification Centre of Expertise

Problem

Komerční Banka had a strategic goal to simplify the existing portfolio of products and services. While the customer-centric innovation model existed in the organization, the competence was scattered throughout the 9000-people-strong organization. How to bring customer-centric innovation to the spotlight and integrate service design into daily practices? 

Solution

Rethink team helped to kick-start the design-driven innovation practice across the bank. Facilitating the Service Design Hackathon and training, we familiarised the organization with new problem-solving methods. In the later stages of design transformation, we transferred the knowledge and responsibility to the newly established in-house UX, design, and simplification teams.

Results

Komerční Banka is at the forefront of digital banking in the Czech and Central European markets. Service design has become the main driver of innovation and service development.

By the end of 2022, the service design team has grown to more than 80 top-level professionals in the Czech market. Moreover, service design implementation has been firmly integrated within the products and services teams. 

Data

Hackathon with over 100 participants, including the CEO of Komercni Banka. Seven top- and mid-management workshops on Service Design. Rethink helped to establish the Simplification Centre of Expertise, which is responsible for Customer Research, Service Design, and UX/UI.