Amsterdam

Krijn Taconiskade 412
1087HW Amsterdam
The Netherlands
Route

Eindhoven

Igluu, Lichttoren 32
5611BJ Eindhoven
The Netherlands
Route
Logo client

Customer experience design for

Wholesale
banking

Challenge

We support ING to redesign their service experience by engaging with customers, defining service journeys and create concept designs for digital channels.

Our role

User
insights
Customer
journey
Proof of
concept
Digital UX
design
Experience
strategy
Co-creation

Our main role at ING is to identify and map out customer needs, use these insights to spot new opportunities and design new service concepts for them.

Design research

By conducting interviews with wholesale customers, we gained a deep understanding of their needs and experience, mapped on a holistic overview of their context.

Customer Journey

Based on our learnings, new service experience concepts were designed and plotted along the journey map.

Proof of concept

Concept designs were worked out into a proof-of-concept and validated with customers in co-creation sessions.

Innovation accelerator

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.

Experience strategy

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.

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