Mistakes, especially in business, are still a taboo subject. But we all make them at one point or another, so why are we so reluctant to talk about them? Piotr wants to break this taboo and talk openly about mistakes in the service and experience design processes and what can be learned from them. He will also delve into customer journey mapping and growing SD competences within the organisation. He believes that mistakes and bad decisions are good as they lead us to improving and making better decisions in the future. Of course, that is only if we know where we have made the mistake and we are willing to learn from it. Within his team, they have made a lot of mistakes. Piotr will talk about some of them and about what they have learned from them.