Design Thinking at BBVA

Design Thinking at BBVA
Case Code: BSTR616
Case Length: 8 Pages
Period: 2007-2020
Pub Date: 2020
Teaching Note: Available
Price: Rs.300
Organization: Banco Bilbao Vizcaya Argentaria, S.A.
Industry: Banking
Countries: Spain
Themes: Digital Transformation, Digital Disruption, Digital Ecosystem, Organizational Culture
Design Thinking at BBVA
Abstract Case Intro 1 Case Intro 2 Excerpts


The case "Design Thinking at BBVA" talks about the adoption of Design Thinking (DT) at Banco Bilbao Vizcaya Argentaria, S.A. (BBVA). Thecase starts out with a brief history of BBVA and then goes on to describe the growth of BBVA over the years. The case covers in detail the concept of DT, the need for DT at BBVA, and the process followed by the bank to implement DT. The case also touches upon the challenges faced by BBVA in adopting DT, the impact of DT on its operations, and the additional steps taken by the bank in its digital transformation journey.


The case is structured to achieve the following teaching objectives:

  • Understand Design Thinking and the various phases involved in the adoption of Design Thinking in an organization.
  • Understand how Design Thinking helps companies in creating a better customer experience.
  • Understand the drivers of disruption in the banking industry.
  • Understand the suitability of Design Thinking for the banking industry.
  • Analyze the strategy used by a bank to remain relevant in an industry that is being increasingly disrupted.



Design Thinking, Digitalization, Customer Experience, Digital Technology, Digital Transformation, Banking Industry, Technology Strategy, Innovation, BBVA, Banking Disruption, Strategic Planning, Digital Banking

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