November 10, 2021
16:10
ESP
A systemic approach to Legal Service Design
Angélica Flechas
Latin America has begun acknowledging the relevance of designing legal services focused on the individual, yet this is only a first step. It is necessary to address these challenges from a systemic perspective wherein the different key players in making a change able to do away with the limits affecting user experience are involved. This way, at some point we will be able to articulate lawmakers, regulators, requesters and users for all of them to partake of a set of solutions integrated into each other and comprehensively addressing the experience. This talk will present a case in which a challenge in handling data for a service was faced, from the view of everyone in the ecosystem.
Angélica Flechas
Service Designer - Organization of Organizations
(They - Them)
A lawyer specialized in Commercial Law, a Designer from the University of The Andes and is currently studying the Executive MBA at Hult Business School in Boston. She is also the founder and general manager of Háptica, the first consulting firm in Colombia dedicated to designing services. During her career, she has had the opportunity to develop projects for the Health Sector with multinational corporations such as Abbvie, Janssen, Sanofi, Novartis, Novo Nordisk and Medtronic. She has also worked with companies in the mass consumer sector, such as Coca Cola in Mexico and the Philippines, and with Alpina and Adidas in Colombia. In the tourism sector, she has worked for hotel chains. Thanks to her double profile, she has been able to develop initiatives with law firms and legal departments of banks and insurance companies, being one of the pioneers in this field in Latin America. Her latest international achievement was her presentation at the Service Design Global Conference in Toronto, where she presented the most outstanding projects within her organization, representing Latin America as the only woman in the group of speakers.
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