In order for the solutions proposed for particular areas requiring improvement from the point of view of customer satisfaction (the so-called ‘hot spots’) to better meet the needs of customers, Service Design experts conducted workshops. Based on customer feedback, prototypes of solutions were developed. The proposals were then tested and refined with the customers, and in the second half of 2019 the implementation of the first concepts began within the increasingly mature and flexible Agile organization.
The Management Board and the top management of the bank were involved in the process of creative search for solutions using design thinking.
Every year in Santander Bank Polska S.A. we create more and more space for design thinking. This is facilitated by the methodology of Agile work, and its effects translate positively into the perception of the bank by customers.