We support ING to redesign their service experience by engaging with customers, defining service journeys and create concept designs for digital channels.
By conducting interviews with wholesale customers, we gained a deep understanding of their needs and experience, mapped on a holistic overview of their context.
Based on our learnings, new service experience concepts were designed and plotted along the journey map.
Concept designs were worked out into a proof-of-concept and validated with customers in co-creation sessions.
In addition to improving the customer experience of current services. We also support the innovation office within Wholesale Banking to identify new innovation opportunities, service scenarios and value propositions.
Finally, we also support ING with the development of a new customer experience strategy by defining CX principles that guide agile teams towards a customer experience vision across the whole organisation.