What does it take to turn a traditional company like Air France/ KLM into a human-centred, design-driven organisation? Step into the ancient world of spreadsheets, meeting rooms, blue shirts and no music and learn tricks how to hack corporate culture. Sharing our hands-on experiences as a fledgeling service design team within a large corporate and moving the service design mindset and way of working to the forefront.

1. Hacking corporate culture:
A true story by Tanvi Pande & Arnoud Bladergroen

9. EMPLOYEE GAMES

11. WORKING WITH CX

12. 5 HACKS WE USED
* COLLABORATIVE RESEARCH
* HACK YOURSELF!
* PLAYFUL SOLUTIONS
* USE STORYTELLING
* SCALING AND SHARING

13. HACKS WE LEARNED

14. HACKS WE LEARNED
Do it yourself!

15. HACKS WE LEARNED
Research, research, research
Do it yourself!

16. HACKS WE LEARNED
Research, research, research
Do it yourself!
Use playfulness to create empathy

17. HACKS WE LEARNED
Research, research, research
Do it yourself!
Use playfulness to create empathy
Storytelling is really powerful

18. HACKS WE LEARNED
Research, research, research
Do it yourself!
Use playfulness to create empathy
Storytelling is really powerful
Share to scale up

19. THANK YOU!

20. Tanvi Pande
tanvi.pande@klm.com
Arnoud Bladergroen
arnoud.bladergroen@klm.com