Integrating and escalating DesignOPS - return on experience of two LATAM financial institutions with different organizational and cultural contexts

20 Minute Talk

November 11, 2021

10:05

ESP

Integrating and escalating DesignOPS - return on experience of two LATAM financial institutions with different organizational and cultural contexts

Daphné Repain, Sandra Vilchez

Implementing the design mindset within an organization can be a road full of fails and learning experiences for those who take such responsibility upon themselves. The Experience Team of Banco Pichincha wants to tell you about this road. We will relate to you two practical cases of two LATAM financial institutions with different organizational and cultural contexts. The key points that must be taken into account in order to convince an organization of focusing on their clients. A transversal effort impacting an entire organization in matters such as: - Culture & Academia (always evangelize) - Experience measuring - Framework - Process transformation Do's and Don'ts that can help you undertaking such implementation in your organization.

Daphné Repain

Service Designer - Organization of Organizations

(They - Them)

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Since 2008 she has worked with the human factors in sectors such as aeronautics, automobile and industrial risks. Since 2012 she has collaborated in the implementation of Digital Transformation for companies in Europe and LatAm. Currently, she works as manager of the COE of Experience at Banco Pichincha Ecuador. She focuses on creating a human- and design thinking-centered culture at scale. She implements the Customer Experience (CX) & Employee Experience (EX) strategy within the organization. She dedicates herself to designing inclusive services and products, in order to generate a positive change in society.

Sandra Vílchez

Service Designer - Organization of Organizations

(They - Them)

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She focuses on designing experiences that impact people's lives for more than eight years. She has led projects and teams both in Peru and in LatAm in areas such as banking, insurance, retail, health, education and government. She currently leads the Headquarters and Experience chapter of Banco Pichincha Peru, and together with her team she has been implementing a user-centered culture within the organization. Likewise, she is a Country Manager for the Peruvian chapter of the Interaction Design Foundation, and a postgraduate professor at the Continental University.