Alessandro L. Piana Bianco
Strategic Innovation & Design — EU / MENA
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Service Design Director — Ecosystems

If you’re hiring service design leadership for ecosystems (platforms, vendors, regulators, operations), here is the evidence: service coherence, recoverability, and governance that ships. I lead end-to-end services where operational truth, exception handling, and handoffs are designed explicitly — not patched late.

Experience across EU and MENA delivering cross-border services with common-core + local layers, clear decision rights, and measurable improvements in trust, clarity, and support debt.

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Claims

What you can expect

  • Service blueprints that drive delivery — dependencies, roles, failure modes — not posterware.
  • Operational truth and recoverability — service states, escalation paths, and handoffs designed explicitly.
  • Governance across touchpoints — patterns + rules + decision rights across teams and partners.
  • High-stakes journeys — consent, identity, payments, disputes — designed for trust.
  • Cross-market scalability — common core + local service layers across EU/MENA.
What I do

What I do in the first 30 / 60 / 90 days

30 days
  • Map end-to-end service: actors, handoffs, operational truth, and failure modes.
  • Define service-level success metrics (friction, support debt, recoverability).
  • Establish an explicit escalation model and ownership boundaries.
60 days
  • Redesign the highest-friction handoffs; implement service states and recoverability patterns.
  • Add lightweight governance checkpoints across touchpoints and vendors.
  • Ship improvements in one critical journey to prove value and build adoption.
90 days
  • Scale blueprint into an operating model: rituals, decision rights, and measurement.
  • Codify common core + local service layers; define exception rules.
  • Reduce support debt through state design, clearer controls, and operational visibility.
Evidence

Evidence links

Proof queries

Jump into /proof/

Service blueprinthandoffs · ops Ecosystemspartners · ownership Operations handoffservice states Recoverabilityexceptions EU / MENAmarkets Regulated servicerisk-aware

Selected case studies

Seven + Qiddiya City (Riyadh, KSA) — Digital ecosystem across parks and channels

Focus: ecosystem experience architecture + wallet/commerce/ID + physical-digital integration + governance

  • Defined common-core + local layers across products and channels to keep the ecosystem coherent.
  • Mapped integrations and dependencies into delivery sequencing and requirements packs for wallet/commerce/ID.
  • Designed trust patterns for high-stakes flows: states, confirmations, and privacy-aware defaults.

MSC Cruises — End-to-end digital channels aboard & ashore

Focus: omnichannel guest journey + service blueprinting + scalable patterns across touchpoints

  • Mapped end-to-end journeys and service blueprints to align onboard and shore-side touchpoints.
  • Defined reusable patterns for booking, status, confirmations, changes, and support.
  • Improved predictability and trust with explicit recovery states across channels.

Miral (Abu Dhabi) — Anti-fraud + facial recognition adoption (privacy-aware)

Focus: fraud prevention + biometric journey integration + privacy/consent requirements

  • Mapped visitor journeys and identity risk points across end-to-end flows.
  • Defined consent, enrolment, verification, and fallback patterns for biometric adoption.
  • Translated privacy requirements into operationally feasible UX and system decisions.

Contact

Considering me for VP/Director/Head of Design roles, strategic advisory, or speaking? Send the brief, scope, and timeline and I will respond directly.

Email a@pianabianco.com
LinkedIn linkedin.com/in/apianabianco
Bundle proof_bundle.zip