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