ING Bank.

Role: Experience Designer

The ING Bank is the largest bank in the Netherlands. After the crisis of the beginning of the decade, banks in general suffered from a bad reputation, in terms of how business and clients were approached to. ING looked for introducing user-centred perspectives in their strategy and service development, and one of the actions was the embedment of a designer in the experience strategy team. I joined this team in 2013, with the portfolio of Webcare, Retention, and as part of my research in Responsive Environments at the TU/e, I also initiated a few design projects within the ING Branch Lab.