While aiming to deliver world-class service (2025 vision), SEB, one of Northern Europe’s leading financial institutions, believes that entrepreneurial minds and innovative companies are key to creating a better world. As the Banking industry is under pressure from new competitors, technologies, and continually evolving customer demands, SEB wanted to find new ways of working and maintain a competitive advantage. The solution was to co-create a Train-the-Trainer Programme facilitated by the Stockholm School of Economics Executive Education. By utilising design thinking and service design theory, the programme managed to:  

• Deep-dive into and experiment with Service Design
• Create prototypes for solving actual business challenges
• Examine Transformation Process techniques
• Prepare participants to be future Service Design facilitators.

One year into the programme, the results are measured in increased competitiveness, changed mindsets, a better understanding and application of Service Design, and improved ways of working, internally and externally.