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Boris Jockin is Senior Service Designer at Koos Service Design, a service design agency headquartered in Amsterdam. Ever since his graduation on data driven personas for Fairphone, Boris has been infected with the service design virus. He kicked off his career at Koos, where he works on projects in an eclectic array of industries.

He helped industrial mammoth ERIKS to improve their MRO services, but also improved the experience of diabetics for Novo Nordisk. Boris dove into the challenge of problematic debt. An urgent, meaningful and universal problem, demanding an empathic and design driven approach. He pushed the creation of a specialised helpdesk for debt councellors at KPN, and created solutions helping customers prevent problematic debt at insurance company VGZ.

Recently, he trained over 300 service design enthusiasts for ING throughout Europe. For them, Koos developed the Service Design Academy as part of their innovation upskilling program. Boris holds a bachelor degree in Industrial Design Engineering and a master degree in Strategic Product Design at the Delt University of Technology.

Event role
Case study speaker

Case study

'Transforming a tech-driven company with human-centered design'

OLX is a global online marketplace and market leader in more than 30 countries. You may know OLX, or one of their local brands, like Letgo in Spain. In this case study, you will get to know how OLX has set up a global design and research team and how design has been used to drive a customer-centric way of working in such a primarily tech-driven organisation.

This concrete case is based on one of OLX's newest products; a job market platform that operates as a match-maker between talents and organisations. To design and develop this new product, a deep-dive into the needs and dreams of both target groups was needed to gain a better understanding of the possible future of the jobs market. Business metrics were used throughout all touchpoints, resulting in a huge amount of data. To have insights in all these data morphological psychology was used to map customer needs combined with quantitative data to prioritise the findings.

This combination of exploratory, qualitative research and quantitative validation helped to build internal support within the different OLX departments and make important strategic decisions. Moreover, it was a wake-up call for senior management to start giving design a more strategic role within the organisation. It resulted in new initiatives where service designers and data scientists work together to solve complex challenges of today and tomorrow.

Friday, September 11, 12:30 - 13:15

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