Kirstine Mackeprang Email & Phone Number

Copenhagen, Dk

Working as a mix of User researcher and Service designer Ensuring the most needed and desired products and features for 1,2 mio. private customers in the Nordics.Making complex problems into easy simple solutions.Created the Everyday Banking Personas (which is a never-ending process) for squads/teams to be able to have a more clear view of whom they are designing new solutions for.

København, Hovedstaden, Danmark

Working with AML & Becoming a new customer in a scaled Agile frameworkPromoting user-centric design and user experience to support management decision-making, and ensure processes, principles and guidelines such as Design Thinking, Lean UX Create and conduct User research (for both business and private customers), Mapping out customer Journeys and user testing.Facilitating workshops and Design Sprints, Focusing on outcome-based deliveries and helping other teams to go from a output to an outcome mindset.Results:Mapping out complex flows of AML communication with +20 stakeholders and agreeing on future scenarios.Designing the future strategy for AML through a design sprint, conducting user research.

København, Hovedstaden, Danmark

Responsible for ensuring a customer centric transformation across the bank at both strategy, tactical and operational levels. Coaching, teaching, sparring, facilitating, leading the way and conducting training material and lectures in order for banks employees and managers to understand how to work more customer and user centric in their daily work so that we together improve our customer experience.

Working with customer experience and service design as an in in-house consultant in Group Process Development with project experience from Personal Banking, Wealth, Business Banking and Corporate & Institutes.In my daily day I work with:• Understanding the business challenges and customer pains through customer journeys and qualitative research (+Usability development).• Developing and advising in how to reach customer experience strategy. • Facilitate workshops, co-creation and GV sprints. • Translating and communicating findings to stakeholders. • Developing concepts into design solutions by creating personas, sketching ideas, making mock-ups and preto-types. • Developing training and train within customer experience/service design to create a customer centric mindset in the bank.

Frederiksholmskanal 4, Copenhagen

Focus at human centered design and Service Design // Public and private costumers • Field research, qualitative methods such as interviews and usability testing.• Visualization and dissemination of findings, such as customer journeys• Development of workshop material and facilitation of workshops, focused on co-creation.• Client meetings• Sketching, Prototyping and Concept development Results: • Delivered important insights through presentations and videos to customers• Made final video concept and editing for website to Ørregaard gymnasium• Learned several ways to do Co-creation workshops• Learned to reflect and discuss processes with customers and colleagues• Gained insight into what it means to be part of a team

BRØNDUMS HOTEL, part-time, 1 summer seasons - 5 weeks per. year: SkagenRUTH'S HOTEL, part-time, 3 summer seasons - 8 weeks per. year: SkagenGRAPPA PICCOLO, Fulltime, wine waitress - 2,5 year, AarhusRÖMER, Fulltime, 1 year, same owner as Grappa Piccolo ( www.jakobsenco.dk ) • To guide customers in food and wine • Ability to foresee stressful situations and always smile • Training of “new” service staff • Opening of new restaurant (Piccolo) and creating new structures • Responsible for closing and accounting for the evening.Results: • To maintain an overview in stressful situations. • To be service-minded and customer-oriented at all times.• Can make people feel comfortable - and become familiar with me - which ends with a good natural sales.• To Communicate and work with all types of people.• Learned how to sell to all people and differentiating between customers.

Kolding School Of Design, Master In Service Design / Communication Design,, Master // Kandidat

Activities and Societies: As a part of the master; Exchange and internship •Theory of science, Anthropology, Marketing, Trend forecast.

Exchange 1 Semester, As An Exchange Student At Emily Carr I Had The Freedom To Create My Own Schedule Based On The Skills

• Video studio, basics in video, sound, Camara and light-setting • Service Design, Design methods, (web)platform/systems cooperation.

Service Design // Communication Design, Bachelor

Activities and Societies: Member of the Study Council, Kolding Shcool of design • Discuss and manage operations of derogation, credit.

1 Month Collaboration With Tongji University, Shanghai, Service Design

Theme: Safety food, Urban gardening • Collaboration with students from Tongji University, • Service design, System Design, Sustainability.

Collaboration: Oktober 2011 – November 2011 (5 Weeks), Communication Design, Method Design

Theme: Waste problems • Methods & collaboration & sustainability • Understanding of users of cultural differences Results: • Got methods.