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CHALLANGE

Cooperation with the Innovation Centre of ING Bank Śląski related to the implementation of user-oriented design in the structures of the organization.

"Knowledge transfer is an important element of cooperation with Design Provision, thanks to which we train our internal team, both in the Innovation Center and in other organizational units according to the >>learning by doing<< model."

Małgorzata Jarczyk-Zuber
Chief Innovation Officer, ING Bank Śląski S.A.



APPROACH

 

CONTEXT

ING Bank Śląski is a financial institution that develops a strong culture of innovation under the global brand ING. In order to create new solutions and streamline existing processes, in the last few years the Bank has developed its own PACE methodology based on direct work with users. This allows to eliminate erroneous assumptions at every stage of work - from the initial vision to prototype testing - and to launch to the market only tested solutions, responding to real needs.


ProcesS

We have been cooperating with the Innovation Centre of ING Bank Śląski since 2015. The first period of cooperation included trainings implementing the PACE methodology, which combines the elements of Design Thinking, Service Design, Lean Startup and Agile. Then, our team supported teams implementing acceleration projects with knowledge and experience in the field of Service Design and Design Research. These projects used tools appropriate to the process of designing services, with emphasis on research with users, analysis, building Personas, mapping Customer Journeys, ideation, carrying out creative sessions, building prototypes and conducting tests with users. Currently, we are supporting the Bank's internal Service Designers team through mentoring during the implementation of specific projects. 


RESULT

During our cooperation, dozens of training courses for several hundred bank employees and several acceleration projects have been carried out. The projects concerned both individual customers of the Bank, small and medium enterprises, corporate and strategic clients. The Innovation Centre, as well as other units of the Bank, have been equipped with Service Design skills. 

Year: 2015-2019