Thijs Degheldere

Product Design Lead itsme

For over 15 years, Thijs has been involved in digital product design and development within regulated industries. As the Product Design Lead at itsme, a leading mobile identity app in Europe, he oversees the concept and UX/UI design process with a primary focus on ensuring an intuitive and inclusive user experience. With a user base exceeding 8 million across 32 European countries, Thijs is dedicated to ensuring that the app remains easy to use and accessible to all.

Summit Day One - Tuesday, 6th October 2026 [CET]

12:20 Presentation: Design for Trust: How Reusable Identity Elevates Customer Experience

Great customer experience now hinges on trust – trust that, ultimately, begins with identity. In this session, Thijs Degheldere, Design Lead at itsme, the Belgian mobile identity app used by over 8 million people, explains why reusable identity is the foundation of frictionless, trusted CX. Drawing on recent research on what customers want, he offers practical, field-tested guidance for designing experiences that earn trust and remove friction.

Learning Objectives

• Understand what reusable identity is, what makes it unique, and why it underpins great customer experience

• Learn design-for-trust principles that reduce friction across the customer journey

• See what customers genuinely expect from identity today, grounded in research

Key Takeaways

• A clear framework for spotting where reusable identity can strengthen your own customer journeys

• Practical, field-tested design tactics you can apply to build trust and cut onboarding drop-off

• Evidence-based insight into customer expectations you can use to prioritise CX investment

Check out the incredible speaker line-up to see who will be joining Thijs.

Download The Latest Agenda

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