Service Designer · UX Expert · Lecturer

François
PATTE

Ensuring the adoption of digital solutions by turning complex expert workflows into user-centred solutions aligned with business objectives.

Let's work together Envie de lecture ?

patte françois - service designer & User researcher

Who I am

A digital expert
who thinks human

Service Designer & UX Expert with 20 years of experience ensuring the adoption of digital solutions by turning complex expert workflows into user-centred solutions aligned with business objectives.

Proven expertise in simplifying customer and citizen journeys for both public (European Institutions) and private organisations — Events, Energy, Telecoms, Medias.

Currently, Service Designer at CBTW, embedded at ING Belgium — leading UX/Service Design Strategy for their critical Data Management platform simplifying access to financial operation.

Academic & Certification

2024Master degree in Strategic Communication & Digital Culture

— UCLouvain (magna cum laude)

2025Professional Scrum Product Owner™ I

— Scrum.org

2024Design Thinking 101 & Service Design 101

— Interaction Design Foundation

yearlyGoogle Analytics

— Google

Language

French C2 - Native

English C2 - Fluent

Flemish B1 - Intermediate

They trust me

What I do

End-to-end UX/CX expertise,
from strategy to research to pixel

01 — UX Strategy

Understand business

Defining roadmaps, using Design Thinking and Design Sprints to generate and validate high-impact MVPs.

Ensuring consistency of the Design system across different customer journeys

Bridging customer needs, business goals and technical feasibilitys

Stakeholder alignment & workshops facilitation

Defining value propositions, USP, KPI through omnicanal ecosystem

02 — Service Modelling

with a user-driven mindset backed by data

Mastering complex user research and data anal,ysis to map and optimise end-to-end service journeys.

Semi-structured interviews & field observation

Card sorting & user journey workshops

Quantitative analysis (GA, Matomo, Hotjar)

Persona building & empathy mapping

User testing (accessibility, ergonomy, monitoring NPS & CSAT)

03 — Design Delivery

UI Design & Prototyping

Producing all design artefacts — from rough sketches to pixel-perfect prototypes — using the right tool for every stage.

Wireframes, mockups & interactive prototypes

Figma, UX Pin, Axure, Adobe Suite

Front-end implementation (HTML/CSS/JS/Angular)

Design sprint facilitation & MVP delivery

UX Deliverables

User research

User quotes after design sprint sorted by predefined business process
User research

Functional user flow documenting online & offline interaction
User research

UX Persona humanizing a system role backed with user-data
User research

Heatmap monitoring on EPHEC digital toucpoint.
Business driven

Driving business with clear objectives & KPI
Business driven

Data visualisation to emphasize complex business process
Business driven

Monitoring omnichannel user journey

Career timeline

20 years of deliberate practice

01/2026 → TODAY

Service Designer

ING Belgium

Design and orchestrate end-to-end service and product experiences — from user research and journey mapping to prototyping and solution validation.

UX Strategy

Bridging customer needs, business goals and technical feasibilitys

Stakeholder alignment & workshops facilitation

Defining target operating model

Ensuring consistency of Orange JUICE (ING design system) across different customer journeys - meaning different IT systems through different touchpoint.

Service design & User Research

Semi-structured interviews and field observation of support team and data steward

Mapping user through ING global ecosystem

Service blueprinting of Tenant onboarding

User Interface - UI

Defining user flow through high-fidelity mockup using Figma

Synthesised insights into data visualisations and presentations to validate strategic decisions

FigmaMuralDesign systemDesign ThinkingAgile/Scrum

06/2022 → 12/2025

Service Designer

European Commission DIGIT

Leading the UX/Service Design Strategy for a critical European platform. Objective: simplifying access to the application process for funding calls — used by financial experts and institutions across the EU.

UX Strategy

Established design system standards and inclusive design (WCAG)

Comprehensive usability, accessibility and SEO audits

User Research

Semi-structured interviews and in-depth quantitative analyses (GA, Matomo, Hotjar)

Facilitation of card sorting and user journey workshops to inform strategic product roadmap

Stakeholder Alignment

Liaison between IT/Dev (Agile) and business/creative teams (Design Thinking)

Synthesised insights into data visualisations and presentations to validate strategic decisions

FigmaUX PinAxureAngularDesign ThinkingAgile/ScrumWCAG

12/2017 → 01/2022

Digital Lecturer

EPHEC — e-Business Department

Designing and teaching specialised courses to train students in UX strategy, accessibility (WCAG), and performance-driven digital communication (SEO/SEA, social media).

Defined strategies based on SMART objectives and KPIs with DataStudio dashboards

Technical integration of analytics tools: GTM, HotJar, Google Search Console

Planning, analysing and auditing traffic flows on key platforms as live case studies

UX DesignWCAGSEO/SEAGTMAnalytics

12/2015 → 12/2018

UX Designer

European Commission DIGIT

UX Strategy

Established design system standards and inclusive design (WCAG)

Comprehensive usability, accessibility and SEO audits

User Research

Semi-structured interviews and in-depth quantitative analyses (GA, Matomo, Hotjar)

Facilitation of card sorting and user journey workshops to inform strategic product roadmap

Stakeholder Alignment

Liaison between IT/Dev (Agile) and business/creative teams (Design Thinking)

Synthesised insights into data visualisations and presentations to validate strategic decisions

FigmaUX PinAxureAngularDesign ThinkingAgile/ScrumWCAG

2005 → 2015

UX Expert / Webdesigner

Blue4You, Digitas/Lbi, Belgian Government & agencies

Led UX design activities across energy, banking, telecoms and public sector clients. Conducted design sprints, delivered UX audits and produced strategic recommendations.

UX audits for Keytrade mobile banking — navigation, IA and support flow optimisation

Service blueprinting for Proximus customer support journey

Transformed an Excel energy simulator into a user-friendly web MVP (PLAGE)

Keytrade BankProximusSNCBPuratosMotorola

09/2007 → 06/2016

Co-founder & Event Manager

WoodyWoodstock ASBL — Nivelles

Co-founded a non-profit free music festival in the heart of Nivelles. 1,000 people gathered each year to celebrate spring. 50 volunteers managed during intense weekends of emotion and sharing.

Leadership and volunteer team management across 10 editions

Full project management: planning, budgeting and communication

Selected projects

Real work, real outcomes

Banking Sector

ING Data Management System

ING Belgium - 10+ developers and 10+ BAs

The insights on user persona has precise each business roles & their context. Thanks to those, we implement a stronger governance and detailed privileges for each roles.

Semi-directed interviewsMuralService BlueprintMapping user ecosystem

Public Sector

European Funding Platform

European Commission - 50+ developers, 4 UX experts and 10+ BAs

Design sprint and focus group have led the team to a 7 parts UX action plan. The main action were aligning terminology, implementing user-context by the following rules: Providing the right content to the right people at the right moment (Claude Hopkins, 1928)

FigmaAxureAngularDesign systemWCAGAgile

Energy · Public Sector

PLAGE — Energy Efficiency Platform

Belgian Public Service

Complete product design (user journey, wireframes, UI, dev, test) of a CSR application for monitoring and improving energy performance. It was a public tender and the company gain this market thanks to my Proof of concept realised in couple of days.

FigmaData visualisationMVPAngularUnderstand business

Banking · Telecoms · Energy

UX Strategy - Innovation - Digital transformation

Keytrade Bank · Proximus · Lampiris

Creative force in Innovation and Digital transformation: Benchmarking Keytrade mobile app. Service blueprinting for Proximus customer support journey. MVP energy calculator for Total Energies Power & Gas — generating new service concepts and feature prioritisation.

Heuristic analysisJourney mappingBenchmarkingService Blueprint

Ui Deliverables

What colleagues say

Trusted by people who know me

François brought us a fresh look and valuable insights during the entire development process. He managed business needs against technical constraints on a limited budget — and gave us exactly the flexibility we needed.

Anaël Mechergui

IT Project Manager | Business Analyst

François is a Swiss-knife able to jump from front-end code to paper mock-up. He enhances the ergonomy and look & feel of digital apps in a breeze — an invaluable asset on any large-scale Angular project.

Patrice Bauzone

Business Analysis Manager — European Commission

François is a fine Internet artist. Deep competences and a great contact. Good ideas, available, kind, dependable — I hope we will be able to work together again!

Jean-Marie Sohier

Researcher, coach, ideas generator

François is an all-round web player with solid skills in front-end development and graphic design. He's a passionate and creative guy — I loved working in tandem with him!

Alain De Ganck

Lead Business Analyst — European Commission

Get in touch