Shaping a design mindset

  • Case Defining a strategy for long term product development
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  • Client Raiffeisen Bank International
  • Industry Financial services
  • Capabilities Design Research
    Design Education
    Service Design
Header Final

Raiffeisen Bank International (RBI) needed to foster a design mindset within their organization to promote new ways of working and keep up with digital competitors. They approached us to integrate user insights into their process, shifting from a product-driven to a user-driven culture. Together, we created a model and a roadmap for better, faster, and more user-centered way to deliver solutions.


RBI understood that digital transformation doesn’t happen overnight, and getting an entire organization to reach the same level of digital maturity can be a complex process. In order to promote a shift in mindset, and integrate user-centered design principles across all silos and domains, they needed to address their product development workflow.


We led a series of workshops to identify exactly which skills are needed in the different phases of product development. Ultimately, three internal guides were created: 1) the Future Product Lifecycle, a guideline to embedding user insights into product development; 2) the Future Product Lifecycle toolkit, a template for product teams to plan and assess their progress in the different phases of product development; and 3) a Chapter-Skills Matrix, a guide to how skills are distributed in development, and which skills are needed in different phases.

We are creating a cross-disciplinary mindset within our company. Markus Lochner, Head of Group Digital Solutions, RBI

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