DESIGN-LED DIGITAL TRANSFORMATION
All digital and physical experience touch-points should be carefully designed with users' experience in mind; to fulfil their needs and enable seamless, intuitive and fully joined-up journey to allow users complete their intended tasks or reach their goals.
User-centric digital transformation results in increased revenues, more successful products and more efficient organisational setup (with lower operational costs).
Explore my work: Design-led digital transformation for global brands
Design is about problem solving; developing human-centred solutions to meet needs of business, customers and end-users.
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I work at the intersection of service design and digital transformation using design thinking to make great things happen, deliver business value and enable innovative customer centric services and digital products across industries and market segments.
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As a design-led expert and strategist I have helped organisations embrace service design methods including customer journey management, service blueprints and best practices in user experience design. Throughout my career while delivering new digital solutions I improved customer experiences, optimised service organisational setups, and implemented innovative digital products and services.
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Examples include new digital banking experience, end-to-end customer journeys for financial services, tourism portals, banking customer management solutions (digital cockpit), or advanced data analytics solutions powered by data science algorithm to enable informed decisions. Across various management and consulting roles I was responsible for digital transformation and service design operations; with some example of design-led work presented below.
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With over 15 years of experience in service design, human-centred design, customer journey mapping, digital transformation and product delivery; my professional journey includes roles at prominent organizations such as International Council of Design (Montreal, Canada), Coca-Cola, Fidelity International, Coutts Private Bank / Natwest Banking Group (London, UK), and most recently PepsiCo Digital Hub (Barcelona, Spain).
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I have worked with corporate, government and NGO sectors across various industries and markets including in the United Kingdom, Spain, Canada, Poland, the United States, Australia, Norway, Germany and the Middle East. More...
RBS / Coutts
Royal Bank of Scotland Group
BANKING
· TRANSFORMING CLIENT JOURNEYS
FOR PRIVATE AND PERSONAL
BANKING
Fidelity International
BANKING
· SERVICE DESIGN FOR FINANCIAL
SERVICES & WEALTH MANAGEMENT
IN UK & EUROPE
Design
HUMAN CENTRED DESIGN
· USING DESIGN THINKING TO SOLVE
BUSINESS & CUSTOMER PROBLEMS
· VISUAL COMMUNICATION DESIGN
· DIGITAL DESIGN
Pepsico Digital Hub
STRATEGY & DIGITAL TRANSFORMATION
· SERVICE DESIGN LEAD FOR DIGITAL SERVICES AND DATA PRODUCTS TRANSFORMING PEPSICO OPERATIONS in EUROPE, LATAM & USA
RECOMMENDATIONS
DANIEL SZOKALSKI
GLOBAL IT BUSINESS MANAGER
THE COCA-COLA COMPANY
Michal demonstrated how service design methodology can help business needs and goals. He connected and kept engaged all program team members, subject matter experts and stakeholders in Atlanta, London, Dublin, Warsaw, San Jose and Manila. He is an inspiring service design advocate...
MIKE HAKKENS
GLOBAL CLIENT EXPERIENCE DIRECTOR
FIDELITY INTERNATIONAL
My wholehearted recommendation of his work is primarily based on his thorough understanding of service design and customer journey mapping, his outstanding organisational and delivery skills as well as his confident and personable stakeholder management.
DAVID PALLISTER
CLIENT NEEDS & ADVICE JOURNEY LEAD
COUTTS BANK
Michal brings a collaborative approach to both strategy and design. His design skills brought the project to life and ensured the stakeholders understood the vision and purpose prior to delivery. He challenges constructively to ensure process improvement and optimised user experience...
CHRISTIAN GLEERUP
SOFTWARE ENGINEERING LEAD
PEPSICO DIGITAL HUB
I worked with Michal, delivering complex insights dashboard for our manufacturing sites in Europe. Within just a month he took ownership, and clarified the end-to-end value for our end users. Not only did he design a beautiful solution, the entire design process and discovery insights were organized and available in the finest standard.
CARALISA WOODS
HEAD OF TRANSFORMATION
FIDELITY INTERNATIONAL
I have worked extensively with Michal and continue to be impressed with his passion, enthusiasm and experience as a design-led thinker and his digital transformation skills.
He has the ability to convert concepts and ideas into meaningful delivery into the business that adds value and improves client experience...
RICHARD BERESFORD
DIGITAL DESIGN & EXPERIENCE LEAD
COUTTS BANK
Michal has an infectious enthusiasm and energy for his projects coupled with excellent and demonstrable experience across many design levels.
As a Product Owner he displayed great leadership qualities, helping to drive the product forward with insight and tact plus a great understanding of the various disciplines that make up a team.