DESIGN-LED DIGITAL TRANSFORMATION
All digital and physical experience touch-points are carefully designed with users' experience in mind; to fulfil their needs and offer seamless, intuitive and joined-up journey to complete their intended tasks or reach their goals. The results include increased revenues, more successful products and more efficient organisations.
Design-led digital transformation for global brands
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Design is about problem solving, developing human-centred solutions and technical capabilities to meet needs of business, customers and end-users.
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I work at the intersection of service design, innovation 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. As a design-led expert and strategist I help organisations embrace service design and customer journey management, define new digital solutions grounded in end-user insights; to improve customer experience, optimise service setup and deliver innovative digital products and services. Examples include digital banking experience, data analytics solutions powered by advanced data science algorithm enabling informed decisions, customer facing sites and mobile apps, management solutions (digital cockpit) or tourism portals. Across various senior management and consulting roles I was responsible for digital transformation and service design operations; with some example of design-led work and case studies presented below.
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While delivering digital transformation programs for global brands, I have been able to expand my experience, knowledge and cultural acuity, and hone my innovative approach using a toolkit that includes effective program management skills and service design thinking principles.
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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 senior managerial roles at prominent organizations such as International Council of Design, Fidelity International, Coutts&Co /Natwest Banking Group, Coca-Cola and most recently PepsiCo.
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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.
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Since 2022, I have been contributing to Pepsico's digital evolution while working for the Pepsico Digital Hub in Barcelona, where I continue to leverage expertise in service design and digital transformation.
TRANSFORMING CLIENT JOURNEYS
FOR PRIVATE BANKING
Tourism Sector
WEB PORTALS, SERVICE DESIGN, CONTENT DESIGN
DESIGNING AND DELIVERING DIGITAL EXPERIENCES THAT EDUCATE, INSPIRE AND INVITE
Pepsico
Digital Hub
STRATEGY & TRANSFORMATION
SERVICE DESIGN LEAD FOR DIGITAL AND DATA PRODUCT INITIATIVES TRANSFORMING PEPSICO OPERATIONS
TESTIMONIALS
Daniel Szokalski
GLOBAL IT BUSINESS MANAGER
The Coca-Cola Company
Michal demonstrated how service design thinking methodology can help business needs and goals. He connected and kept engaged all project team members, subject matter experts and stakeholders in Atlanta, London, Dublin, Warsaw, San Jose and Manila. He is an inspiring design thinking advocate...
Mike Hakkens
DIRECTOR, GLOBAL CUSTOMER EXPERIENCE
Fidelity International
My wholehearted recommendation of his work is primarily based on his thorough understanding of design and 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 & Co.
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...
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 transformation skills. He has the ability to convert concepts and ideas into meaningful delivery into the business that adds value and improves client experience...