Inigo Otero Olazabal Email & Phone Number

Leiden, South Holland, Netherlands

Amsterdam, North Holland, Netherlands

Supporting initiatives as a service designer following a mix of design thinking and lean start-up methodologies. Focusing on customer and problem validation before jumping into solutions is key for innovation. At the same time I collaborate with the initiatives on validating desirability, feasibility and viability from an early stage as a way to test business potential.

Amsterdam Area

Design at a global scaleThe Global Design Centre of Expertise has the goal to place design as a central element within ING. It aims to do this by placing designers on global scale projects and by agglutinating and empowering designers spread all over ING. I supported two global teams working on the development of payment solutions and business banking, focusing on design strategy and UX. Additionally I helped defining plans to bring design education and development within ING to the next… Show more Design at a global scaleThe Global Design Centre of Expertise has the goal to place design as a central element within ING. It aims to do this by placing designers on global scale projects and by agglutinating and empowering designers spread all over ING. I supported two global teams working on the development of payment solutions and business banking, focusing on design strategy and UX. Additionally I helped defining plans to bring design education and development within ING to the next level. Show less

Informaat is a design consultancy that supports organizations in the development and implementation of their digital strategies. As a service design consultant I help them bring their customer experience to the next level.

Netherlands

Employee experience improvementChecking pay slips is one of the top tasks of employees within the PostNL systems, especially for operational employees who work variable hours. However, the way to access the pay slips is not user-friendly or accessible for everyone. To map out the complex context of applications and responsibilities and to determine the initial focus, I conducted stakeholder interviews and analyzed available data. I then conducted interviews with operational staff which… Show more Employee experience improvementChecking pay slips is one of the top tasks of employees within the PostNL systems, especially for operational employees who work variable hours. However, the way to access the pay slips is not user-friendly or accessible for everyone. To map out the complex context of applications and responsibilities and to determine the initial focus, I conducted stakeholder interviews and analyzed available data. I then conducted interviews with operational staff which showed that, for a large group of technology illiterate employees, digitally viewing pay slips is cumbersome. Using the mapped employee journey, I facilitated workshops for several stakeholders to empathize with the employee situation and develop new ideas for improvement. These ideas are being prototyped to be further validated with employees Show less

Netherlands

Proposition development with design thinkingAs part of an agile transition at PostNL, various teams have been formed to improve and develop propositions. I was part of a team responsible for the export propositions. Using design thinking, I stimulated the team to think and work in a customer- centric way. For example I took the initiative to talk to customers and customer service before the propositions were fully defined. I also led several design thinking workshops to teach the team this… Show more Proposition development with design thinkingAs part of an agile transition at PostNL, various teams have been formed to improve and develop propositions. I was part of a team responsible for the export propositions. Using design thinking, I stimulated the team to think and work in a customer- centric way. For example I took the initiative to talk to customers and customer service before the propositions were fully defined. I also led several design thinking workshops to teach the team this way of working. Show less

Amsterdam, North Holland, Netherlands

I worked as a service designer at the ING (innovation) labs. Together with the innovation coach I supported an initiative throughout the solution-fit phase. This entailed setting up, carrying out and synthesising interviews, structuring the experimentation plan, challenging and surfacing implicit assumptions and keeping the team motivated and focused. I also mapped the HR ecosystem of main employee journeys, processes, systems and policies in order to identify the potential impact of the… Show more I worked as a service designer at the ING (innovation) labs. Together with the innovation coach I supported an initiative throughout the solution-fit phase. This entailed setting up, carrying out and synthesising interviews, structuring the experimentation plan, challenging and surfacing implicit assumptions and keeping the team motivated and focused. I also mapped the HR ecosystem of main employee journeys, processes, systems and policies in order to identify the potential impact of the envisioned solution. This led to a high-over service blueprint and a plan of approach for the initiative to spin-in back into the business with a pilot setup as a next step. Show less

Amsterdam, North Holland, Netherlands

I worked at HEMA in a customer journey mapping project for the stores. I contributed by leading, facilitating and executing the process of scoping, exploratory customer research, online customer journey mapping workshops and definition of next steps. In order to ensure knowledge transfer I involved several stakeholders to learn the methodology and strengthen a customer-centric mindset.

Amsterdam Area, Netherlands

Working at the Customer Experience department I strived to make KPN a more customer centered company. With a Design Thinking mindset, I worked as an internal consultant supporting my colleagues in different projects, involving customers in everything I did. These are some of the skills I strengthened:• Discover phase: different customer/user research techniques.• Design phase: designing journeys, experiences, prototyping and testing.• Deliver phase: service blueprinting and… Show more Working at the Customer Experience department I strived to make KPN a more customer centered company. With a Design Thinking mindset, I worked as an internal consultant supporting my colleagues in different projects, involving customers in everything I did. These are some of the skills I strengthened:• Discover phase: different customer/user research techniques.• Design phase: designing journeys, experiences, prototyping and testing.• Deliver phase: service blueprinting and translating ideas into business stories.• Stakeholder management, connecting people, group facilitation and mentoring junior designers. Show less

Utrecht Y Alrededores, Países Bajos

As the next step within Bruynzeel I took on the responsibility to support the business by researching customers, gathering insights and developing solutions based on them. These are some of the skills I strengthened:• Planning and carrying out research, identifying opportunities and translating them into feasiblesolutions.• Designing and facilitating workshops with stakeholders.• Sharing and spreading gained knowledge.

Utrecht Y Alrededores, Países Bajos

I worked in creating and developing bathroom products such as furniture and shower enclosures; always striving for a thorough design process. I initiated a “roadmap for innovation”, introducing human-centered design as a way to come up with innovative products. These are some of the skills I strengthened:• Full product development: user and market research, design, prototyping, coordination withsuppliers, etc.• Designing and facilitating creative sessions.

Quingey

I developed my master’s thesis at PSP Peugeot, well known for its pepper and salt mills. Together with the marketing and design team I developed a new range of kitchenware products. Strengthened skills:• Strategic design• Human Centered Innovation (context mapping).

Róterdam Y Alrededores, Países Bajos

Supporting senior designers in several tasks such as grafic design, sketching, concept generation, embodiment, solid works and rendering

Bilbao Y Alrededores, España

Development of maintenance manuals for trains produced by CAF. Striving for clear and simple explanation of the steps and procedures for maintenance of different parts inside and outside the train.

Msc Integrated Product Design, Industrial Design

Activities and Societies: Mentor for new international students arriving to the Industrial Design Engineering Faculty The Integrated.

Bachelor, Industrial Design

Activities and Societies: Bachelor graduation project, developed under the exchange program at TUDelft, chosen to represent Mondragon.

Invloed En Impact (Influential Communication)

2 day training on influential communication with focus on: - Recognizing the signals to shift focus on a conversation - Seeing how others.