Providing tools for customer centricity

In order to establish Nordea as a design-driven company, our design team adopted a "bottom-up" approach by initiating training sessions for colleagues in Design Thinking and Service Design. As part of this initiative, a colleague and I were tasked with creating a "maturity assessment" of our various business areas. I assessed the specific teaching needs of each area and differentiated the relevant teaching levels. As a result of our efforts, we developed targeted physical (and later online) training courses that have trained over 1000 colleagues across four countries in four years. I was part of a larger team of teachers and contributed to the creation of new teaching materials.

Providing tools for customer centricity

In order to establish Nordea as a design-driven company, our design team adopted a "bottom-up" approach by initiating training sessions for colleagues in Design Thinking and Service Design. As part of this initiative, a colleague and I were tasked with creating a "maturity assessment" of our various business areas. I assessed the specific teaching needs of each area and differentiated the relevant teaching levels. As a result of our efforts, we developed targeted physical (and later online) training courses that have trained over 1000 colleagues across four countries in four years. I was part of a larger team of teachers and contributed to the creation of new teaching materials.

Example of the agenda we sent out to participants before the courses.

Other cases

Prepare from home

More efficient customer meetings

Inspiring people outdoors

To redesign a music service

A new customer service area

Results in 40% fewer calls

Danish Wastewater Association

Educate kids about water

I Bike Cph sent in an unexpected direction

Design increases number of subscribers

A desirability study for GEHL architects

Home buying in the blind

Setting a direction

Celebrating the cooperative movement

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