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Diego Snayers

Service Designer at Freethinking

Summary

Simply put, I apply design thinking principles to create  or reinvent service experiences.

I employ collaborative methods to unearth opportunity spaces in the organisation, this can include  visualising the ecosystem, mapping a deep customer journey, or ideating on  a new product.

This approach has helped me design learning & service programs, creatively solve social development issues, and deliver meaningful lectures to students. 

My practical experience ranges from design in a tech startup, international NGO service-delivery projects, and recently the fintech and insurance space.

I love the way people and organisations learn to grow, and believe in  transparency & collaboration.

Work experience

02/2017PRESENT

Service Designer

Freethinking Business Consultants

@Momentum (Insurance/Fintech) - I am the first Service designer in the organisation, as part of a multi-disciplinary team focusing on reimagining key business services.

I am tasked with introducing and embedding the service design approach and it's applicable tools in order to support the CX and business strategy. The aim is to achieve sustainable innovation, through alignment of customer needs, technological feasibility  & business viability. Delivering key artefacts throughout the service design process which can be valuable across teams, these include but are not limited to:

  • Service Blueprinting & User Task analysis

  • Stakeholder/Ecosystem maps

  • Low/medium fidelity prototypes for exhibition, critique and testing

  • User testing feedback documentation & visualization

@Nedbank (Fintech) - Part of a Service design & UX team driving the evolution of it's digital services, across digital channels.

I brought a service design approach & perspective to the team, as well as meeting UX deliverables. This means brainstorming, collaborating with existing operational and development teams, reviewing user journeys, prototyping through wireframes, and iterating on implemented design.

07/201612/2016

Service Designer

Praekelt.org

As part of a multi-disciplinary team,  I created awesome user experiences, by building empathy with the user and their eco-system, creatively using technology, and evolving the solution to remain effective. This means designing human-centered services, platforms and interactions. Traversing the design thinking cycle which includes exploration, ideation, prototyping, implementation, testing and iterative development. 

07/ 201512/2015

Monitoring & Evaluation Manager

The Digital Academy

My goal was to find bright young developers, pair them up with great team leaders and have them build really cool solutions to big corporate's issues, and to top it off I helped them grow as people. I Lead the people side of this innovative company, as well as co-designed a rapid internship program for brilliant young minds through effective recruitment, principled management and performance development/evaluation. 

20142015

HR Director

Empire State

Headed up the Human Resource and training functions of this start-up, from recruitment, to learning and personal development.

20132014

Training Coordinator

Effectiveness Company & Execution Box
  • Coordinated in-house and client specific Training interventions
  • Collaborated in compilation of WSP/ATR
  • Reviewed workforce training & development plans (PDP)
  • Compile training material and manuals 
  • Facilitated training interventions
20112012

Lecturer

Rosebank College

Designed and delivered lectures for the following subjects:

  • Sociology
  • Business management
  • Event management
  • Facility management
  • Sport Industry
  • Sport History

Education

20142014

BA (HONS) S&R Management - Corporate Wellness

University of Pretoria Universiteit van Pretoria
20062009

B.A (HMS) Biokinetics

University of Pretoria Universiteit van Pretoria

Portfolio

Below are some examples of the work I've done, If you need more info,  please let me know. 


  • BRAC - Girl Effect Training Materials 
  • Girl Effect Mobile - Expansion Research 
  • UNFPA - Country Implementation & Graduation Plan
  • Facebook Freebasics Incubator - Learning tool development 
  • Investec  -  Dig-it Mathematics Program - User testing 
  • National Dept. of Health  - OHD User testing plan and implementation
  • National Dept. of Health - OHD Training Manual development
  • Primedia Academy - Online Internship Application Tool
  • Personal project  - Gamification of new employee induction
  • The Digital Academy (Barclays) - Rapid internship program, recruitment and monitoring and evaluation strategy

Certifications 

Below are some of my learnings and certifications 

  • Foundations of Business Strategy University of Virginia - Darden School of Business : Coursera
  • New Models of Business in Society  University of Virginia - Darden School of Business : Coursera
  • Personal Branding Basics  Lynda.com License B734FC
  • Moodle 2.8 Essential Training Lynda.com License 4A40FA
  • Moodle 3.0 Essential Training Lynda.com License 167717
  • Design Thinking: Lead Change in Your Organization Lynda.com License 8250BB
  • Moodle Advanced Techniques Lynda.com License 2C89C6
  • Fundamentals of SCORM and Tin Can API Lynda.com License 0B4995
  • Visual Thinking Strategies Lynda.com License 68AC3C
  • Agile Instructional Design Lynda.com License 26EF91
  • Strategic Negotiation Lynda.com License C3EF9D
  • Moodboarding Fundamentals - Web Design Lynda.com License B75FB2
  • Speed Reading Fundamentals Lynda.com License 6D4465
  • Gamification of Learning Lynda.com License 8C72D6

References

For work and character references, please contact me and I will provide details and/or documentation