Mert Bagcilar, Designer in Rome, Metropolitan City of Rome Capital, Italy
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Mert Bagcilar

Verified Expert  in Design

Bio

Mert is an experienced service designer and digital product designer who worked at companies like Fjord and IBM iX. He collaborates with his clients to envision customer experiences and prepare blueprints to realize them. He also designs the UX outputs for the digital touchpoints. Mert has solid expertise in combining design thinking, Lean startup methodology, and Agile delivery to execute and deliver innovation for his clients.

Portfolio

Work Experience

Service Design Lead & Digital Product Designer

2022 - PRESENT
IBM
  • Implemented design strategies that support the company's customer experience goals. Discussed corporate goals, user demands, and market trends with stakeholders to inform design decisions.
  • Mentored a team of designers. Promoted creative problem-solving and collaboration.
  • Utilized user research, customer insights, and data analysis to inform design solutions. Learned user habits, needs, and pain spots to employ surveys, interviews, usability testing, and journey mapping.
  • Created multichannel, end-to-end experiences using service design principles. Created seamless, integrated services that fulfilled customer expectations, supported corporate goals, and optimized customer journeys.
  • Made user-centered wireframes, prototypes, and interactive mock-ups. Designed usability, accessibility, and consistency across platforms and devices.
  • Worked with product managers, developers, marketers, and other stakeholders to match design with business goals. Promoted customer-centric design and communicated design suggestions.
  • Maintained design systems, style guides, and design principles to promote consistency and efficiency throughout design projects. Drove organizational design standards and best practices.
  • Managed design projects from idea to completion, guaranteeing quality and timeliness. Balanced priorities, budgets, and timeframes.
  • Followed customer experience, service design, and user experience design trends, tools, and methodologies. Promoted continued learning and growth in the design team and organization.
Technologies: Figma, Adobe Experience Design (XD), WordPress, Microsoft Azure

Senior UX/Service Designer for World Leader HVAC Company

2021 - 2023
Carrier
  • Led generative research activities, including prototyping, user interviews, and comprehensive reporting, contributing to the testing and refining of the innovative service idea.
  • Provided crucial support to the residential customer experience team, ensuring seamless business operations through monthly reporting and effective communication.
  • Collaborated with various business units to conduct research activities and gather valuable insights to enhance the customer experience.
  • Offered UX support to the carrier home app, contributing to the improvement of the app's user interface and overall user experience.
Technologies: UserZoom, WEVO, Qualtrics, Figma, Sketch

Service Design Lead

2018 - 2021
IBM
  • Helped my clients transform their businesses by providing consultancy on strategic design, service design, and product-service experience by applying human-centered design process and Lean methodology.
  • Led strategic and service design projects as the process owner with solid experience in Waterfall or Agile delivery.
  • Educated and trained my clients in the field of design research and service design.
  • Developed a new business strategy and led opportunities.
Technologies: Sketch, Principle, Design Systems, Service Design, UX Design, Design Thinking, Agile Delivery, Design Research, Digital Product Design, Rapid Interactive Prototyping, Research, Customer Interviews, Agile Sprints, Interaction Design (IxD), Journey Mapping, Animation, Experience Strategy, User Research, Apps, UX Workshops, Service Blueprints, Retail & Wholesale, eCommerce, Mobile Apps, Digital Kiosks, Rapid Prototyping, Usability Testing, Travel, Public Transportation, Banking & Finance, Employee Experience, Interviews, Contextual Inquiry, Online Surveys, User Interviews, Customer Journeys, User Validation Testing, Testing, Ideation Workshops, Product Benchmarking, Product Roadmaps, SaaS Design, Design Production, Interactive Dashboards, Dashboard Design, Web App UI, Web App UX, Mobile UX, Mobile App UI

Service Design Lead

2017 - 2018
Wunder Innovation Studio
  • Started up the company with the responsibilities of supporting business development, managing project delivery, and building the design team.
  • Led the projects through all the phases for large companies and startup ventures, including two service design projects, a UX/UI design, and a design research-related project.
  • Applied the Lean methodology to design and develop a product or service and initiated a Kickstarter campaign.
  • Conducted experiments using technologies and tools such as VR, AR, blockchain, IoT, and chatbots and developing prototypes.
Technologies: Sketch, Principle, Service Design, UX Design, Design Thinking, Design Research, Design Systems, Digital Product Design, Rapid Interactive Prototyping, Research, Customer Interviews, Interaction Design (IxD), Journey Mapping, Animation, Experience Strategy, User Research, Apps, UX Workshops, Service Blueprints, Mobile Apps, Rapid Prototyping, Usability Testing, Banking & Finance, Employee Experience, Interviews, Contextual Inquiry, Online Surveys, User Interviews, Customer Journeys, User Validation Testing, Testing, Ideation Workshops, Product Benchmarking, Product Roadmaps, SaaS Design, Design Production, Interactive Dashboards, Dashboard Design, Web App UI, Web App UX, Mobile UX, Mobile App UI

Senior Business Designer

2015 - 2017
Fjord
  • Created the service blueprint for a home buying journey for various personas for the largest private bank in Turkey.
  • Created the service blueprint for a personal finance management journey for multiple personas for the largest private bank in Turkey.
  • Conducted design bootcamps to introduce design thinking methodologies to client teams and execute them together throughout the projects.
Technologies: Sketch, Service Design, Design Thinking, Design Research, Research, Customer Interviews, Journey Mapping, Digital Product Design, Experience Strategy, User Research, Apps, Service Blueprints, Rapid Prototyping, Usability Testing, Banking & Finance, Employee Experience, Health & Wellness, Health Insurance, Interviews, Contextual Inquiry, Online Surveys, User Interviews, Diary Studies, Customer Journeys, User Validation Testing, Testing, Ideation Workshops, Personal Finance Management, Product Benchmarking, Product Roadmaps, SaaS Design, Interactive Dashboards, Mobile UX

Digital Product Consultant

2013 - 2015
Accenture
  • Conducted digital product management, optimization, and iteration.
  • Contributed to design research, ideation workshops, service/product concept definition, and creation of service/product roadmaps, which helped my clients implement new services using their in-house development teams.
  • Led training sessions on human-centered design and design thinking.
Technologies: UX Design, Design Thinking, Design Research, Rapid Interactive Prototyping, Research, Customer Interviews, Waterfall Methodology, Digital Product Design, Experience Strategy, User Research, Apps, Rapid Prototyping, Usability Testing, Banking & Finance, Interviews, Contextual Inquiry, Online Surveys, User Interviews, Diary Studies, Customer Journeys, Testing, Personal Finance Management, Product Benchmarking, SaaS Design, Design Production, Dashboard Design, Web App UI, Web App UX, Mobile UX

Digital Product Analyst

2011 - 2013
Accenture
  • Delivered different digital products (four websites) by actively working on business and technical requirement analysis, competitor benchmarking, UX design, and detailed functional requirements documentation.
  • Provided support to the development team for the front-end and back-end side and UAT execution.
  • Managed pilot, launch, and support for four digital products.
Technologies: UX Design, Design Thinking, Design Research, Research, Customer Interviews, Interaction Design (IxD), Waterfall Methodology, Digital Product Design, Rapid Interactive Prototyping, Experience Strategy, User Research, Apps, Rapid Prototyping, Usability Testing, Banking & Finance, Interviews, Contextual Inquiry, User Interviews, Testing, Product Benchmarking, SaaS Design, Web App UI, Web App UX, Mobile UX, Web Design, Responsive Web Apps

Education

2010 - 2011

Master of Arts Degree in Interaction Design

Domus Academy - Milan, Italy

2003 - 2008

Bachelor of Science Degree in Computer Science and Engineering

Sabancı University - Istanbul, Turkey

Certifications

DECEMBER 2020 - PRESENT

IBM Garage Advocate

IBM

OCTOBER 2020 - PRESENT

UX Certification

Nielsen Norman Group

AUGUST 2020 - PRESENT

Banking Insights and Solutions (Silver Badge)

IBM

JULY 2020 - PRESENT

Financial Markets Industry Jumpstart

IBM

MARCH 2020 - PRESENT

IBM Agile Explorer

IBM

JANUARY 2019 - PRESENT

Enterprise Design Thinking Co-creator

IBM

FEBRUARY 2015 - PRESENT

Design Thinking

Interaction Design Foundation

Skills

Tools

Sketch, Principle, Adobe Experience Design (XD), Qualtrics

Platforms

Figma, WordPress, UserZoom

Industry Expertise

Banking & Finance, Retail & Wholesale, Health & Wellness

Other

Interaction Design (IxD), UX Design, Service Design, Design Thinking, Design Research, Personas, Wireframing, User Flows, Digital Product Design, Rapid Interactive Prototyping, Experience Strategy, User Research, Service Blueprints, Journey Mapping, Mobile Apps, Rapid Prototyping, Usability Testing, Customer Interviews, Contextual Inquiry, Online Surveys, User Interviews, Diary Studies, Customer Journeys, User Validation Testing, Ideation Workshops, Product Benchmarking, Mobile UX, Mobile App UI, Web App UX, Web App UI, Enterprise Application Design, Product Design, Design Production, Interactive Dashboards, Financial Services, Research, Interviews, Web Design, Responsive Web Design (RWD), Agile Delivery, Waterfall Methodology, Animation, Design Systems, Digital Kiosks, Employee Experience, Agile Sprints, Health Insurance, Personal Finance Management, Product Roadmaps, Dashboard Design, SaaS Design, Cryptocurrency, Financial Markets, Testing, Apps, UX Workshops, eCommerce, Public Transportation, eCommerce UX, Travel, Microsoft Azure, Customer Experience, WEVO, Responsive Web Apps, User Interface (UI), Branding

Experience

  • Design Research - 11 years
  • Interaction Design (IxD) - 10 years
  • Service Design - 10 years
  • UX Design - 10 years
  • Digital Product Design - 10 years
  • Rapid Interactive Prototyping - 10 years
  • Design Thinking - 10 years
  • Design Systems - 5 years
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