2011 C77DA

Service Design

Fran Samalionis

Innovation Coach for BT Financial Group

Fran coaches teams and advises executives in customer-centered service design at BT Financial Group, the wealth management arm of The Westpac Group, Australia. Her background is in astronomy and electronics, and she has a Masters in Ergonomics from University College London. As Partner and Head of Service Design at the innovation consultancy, IDEO, she pioneered the use of prototyping to mitigate risk in the innovation of services. She brings a customer-centered perspective to the development of service strategy and the design of new services across multiple industries including media and entertainment, financial services, food and drink, consumer products, telecommunications, energy, healthcare and retail. She is widely published and regularly speaks at international conferences and leadership events.