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Flaminia Del Conte is a Service Designer with a broad experience in qualitative research and agile prototyping. She has worked in different locations in the world and across many different sectors, such as healthcare, education, aviation and luxury. She helps companies understand their challenges and re-imagine their services by aligning for customer needs, business priorities, and organisational capabilities. She is currently part of the team at Livework, an international, strategic design consultancy focused on customers and services. She has worked for clients such as Pfizer, Samsung and Fujitsu.
Prior to joining Livework, she worked as a Design Strategist for the province of Friesland in the Netherlands, working with a remote island community co-creating and piloting an approach to improve skills exchange between generations. She has also supported the development of two international startups.
Flaminia organises and mentors at the international Service Jam and participates in initiatives to support gender equality. Underpinning her work as a service designer is a strong belief in the ethical potential of design in society and its ability to improve people’s lives through the creation of strategic solutions that fit the rapidly evolving and dynamic modern world.

Event role
Case study speaker

Case study

'Designing after-sales services that go beyond products'

Many fashion brands and retailers struggle to successfully create and deliver services that go beyond the services that are related to the products sold. The challenge is to switch from a product-centric service process to a holistic, customer-centric culture focused on added value to customers. This also counts for luxury fashion brands. Luxury fashion is quite a traditional context, not only in terms of the heritage of the brands that make up the sector, but also in the structure and operations of these very same brands.

In the past two years Flaminia and her colleagues have supported one of the top luxury fashion brands in improving their after-sales customer experience, by helping the company in understanding customer needs, analysing organisational hiccups and pain points, and by developing cross-department solutions to improve the after sales experience. This case study will show you that by focusing on the after sales journey, a company is able to develop a new way to deliver added value to the customer and to foster a customer-centric mind-set and iterative approach to the implementation of new services.


Saturday, October 7th, 11:30 am

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