Research Fellow, University of Glasgow
I am an academic with extensive expertise in design thinking, design-led methods and business model development who will help companies improve their customer experience.
I propose a design-led method which mixes elements of design thinking and business model innovation to: 1) Explore existing customer issues and pain-points; 2) Identify opportunities to enhance customer experience; 3) Co-create solutions with the customers and build a viable business model around them; 4) Test the solutions; 5) Offer the solutions to client organisations for development and implementation. My proposed method is grounded in years of experience helping private and public companies listen to their customers, re-design their services and innovate their business models. Organisations with whom I have worked in the past include several departments from the Queensland Government, the Brisbane Airport Corporation and a superannuation service provider (Australia), design agencies (Australia and UK) and several public sector organisations (Italy). I can drive improvements in all the user-facing challenges and opportunities of organisations seeking to increase the value they produce for their clients. Customer service, retail service, customer check-out, risk, and partner life-cycle management are areas in which my design-led methods can lead to significant innovations. My consolidated approach consists of the following phases: a) Research and empathy-building; b) Ideation; c) Building/prototyping; d) Testing; e) Integration/communication. In all phases, I propose to maximise customer engagement (by identifying explicit and implicit customers’ needs, I build solutions for the customers, with the customers), blue-sky thinking (some solutions I co-produced in the past included a digital platform to connect entrepreneurs, researchers, investors and the government and a dashboard to measure citizens’ well-being) and learning opportunities (by actively involving employees in my approach, for them to learn it, practice it and then apply it autonomously). Due to its flexibility (some components can be emphasised over others) and modularity (some components can be by-passed), my method perfectly caters for modern organisations’ needs and available resources, in both terms of budget and time. I am a design-thinking expert: with extensive experience across industry and academia, I worked from 2016 to 2018 for the PwC Chair in Digital Economy at the Queensland University of Technology (QUT, Australia), in a team tasked with supporting public and private organisations in their transition into the Digital Age. I led Innovation Sprints aimed at producing innovative digital solutions to complex organisational problems, by applying design thinking methodologies. I can offer expertise that is aligned with one of the major current drivers of competitive advantage: a different way to conceive products, processes and services as experiences for customers, delightful and at the same time conducive of higher profit for the company.
University of Glasgow