23 December 2016

ING DIRECT’s sponsored content in The Guardian on the value of CX and human-centred design

Be the first to share

ING DIRECT Australia has published yesterday and at the end of November no less than 10 articles in a paid section of The Guardian on the value of customer experience and human-centred design, entitled “Being human in a digital world“.

Readers of this professional blog will notice that the articles are mainly aimed at a lay (business) audience and convey techniques that are not always groundbreaking (“the most effective way to access ‘voice of customer’ is to get ongoing feedback, whether that be through face-to-face focus groups, online surveys or via call centres”), but the overall approach seems to be well thought through and covers many of the challenges that also other banks are now working on.

It is striking that a major player like ING Direct has now chosen to be so upfront in their emphasis human-centred design and user experience. The same trend of financial institutions strategically advocating and implementing UX and service design approaches also came to the fore at the recent Service Design Global Conference in Amsterdam, both in terms of presentations and in terms of audience participation.

Customer experience – the new competitive battleground
In an increasingly competitive marketplace, customer experience has become the great differentiator. Here’s why.

Are you listening to your customers?
Customer feedback provides valuable insight into how you can improve not only products and services, but also business success.

The future of design thinking
As we look to the future, design thinking will play an increasingly critical role, and organisations will need to evolve and embrace this creative and agile practice if they are to stay ahead of the pack.

What is human centred design?
Human centred design is a practice that is increasingly being used by a wide range of organisations and industries around the world – from Silicon Valley and the banking sector to UNICEF and IKEA – but what exactly is it?

How human centred design is improving lives
From innovative products and services to basic health and education, human centred design is emerging as one of the most effective ways to improve people’s lives. Not sure if you have encountered it yet? Read about some of the places it is being used in new and exciting ways.

Why human centred design matters
As human centred design rides a wave of popularity, we look at why this creative approach to innovation, which puts people before processes to produce value and solve real world needs, is proving so alluring and successful.

Employees of tomorrow – how to thrive in a disrupted workplace
With the very nature of work being fundamentally altered forever, a new set of skills, attitudes and behaviours are proving vital in equipping employees to not just survive, but thrive.

How digital innovation is transforming banking
From automated robot advisers to a global digital ledger, the financial landscape is transforming before our eyes.

A future without cash
What is the future of money? Change is in the air as plastic cards and mobile phone apps replace notes and coins for all of our transactions, setting the trend for the inevitable end of cold, hard cash.

The future of work – how will you adapt?
When it comes to working, change is the ‘new norm’ so we need to embrace and evolve with it if we are to succeed in the workplace of tomorrow.

Be the first to share
12 October 2018
[Book] Changing Things: The Future of Objects in a Digital World
Changing Things: The Future of Objects in a Digital World by Johan Redström and Heather Wiltse Bloomsbury Publishing September 2018, 192 pages In their new book, "Changing Things: The Future of Objects in a Digital World", assistant professor Heather …
10 October 2018
We need to save (willful) ignorance from AI
Recently the psychologist Ralph Hertwig and legal scholar Christoph Engel have published an extensive taxonomy of motives for deliberate ignorance. They identified two sets of motives, in particular, that have a particular relevance to the …
10 October 2018
Sidewalk Toronto has only one beneficiary, and it is not Toronto
Jim Balsillie, former chairman and co-CEO of Research In Motion, doesn't mince his words in discussing the new Google-affiliated waterfront development Sidewalk Toronto: What happens with Toronto’s waterfront infrastructure will have profound and permanent impacts on …
10 October 2018
How SAP’s SuccessFactors used anthropology to understand its customers
As part of a new approach to user interfaces, Amy Wilson, Head of Product at SAP SuccessFactors, pulled designers together with behavioral scientists with backgrounds in cultural anthropology. The goal was to help the designers …
8 October 2018
Designing for positive impact and human flourishing
A few days ago Experientia attended the Service Design Days in Barcelona. One of the surprise presentations was by Anna Pohlmeyer, who co-directs the Delft Institute for Positive Design. Although the title seemed a bit airy …
8 October 2018
IKEA’s fifth Life at Home report
Last week IKEA launched its fifth Life at Home global research report. Every year, the company sets out to understand more about what makes a better life at home by connecting with thousands of people …
4 October 2018
Bringing​ ​patients into focus at the Roche Innovation Summit
Experientia is proud to have been a key participant at the Roche Innovation Summit, held at Roche headquarters in Basel Switzerland on 19 June 2018. Themed “​Transforming the Healthcare Experience Together​”, the summit aimed to galvanize …
29 September 2018
[Book] Artificial unintelligence
Artificial Unintelligence: How Computers Misunderstand the World by Meredith Broussard MIT Press, 248 pages April 17, 2018 A guide to understanding the inner workings and outer limits of technology and why we should never assume that computers always get …

We are an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first.

4 October 2018
Bringing​ ​patients into focus at the Roche Innovation Summit

Experientia is proud to have been a key participant at the Roche Innovation Summit, held at Roche headquarters in Basel Switzerland on 19 June 2018. Themed “​Transforming the Healthcare Experience Together​”, the summit aimed to galvanize the Roche community around the future transformation of healthcare and diagnostics. With 800 attendees from Roche and Genentech global […]

13 June 2018
Invito: DesAlps design thinking workshop per la tua startup

Hai una startup? Hai mai pensato ai benefici che potrebbe trarre dal Design Thinking? Questa è l’opportunità per scoprirlo! DesAlps Workshop #2: Il Design Thinking per la tua startup! Giovedì 28 giugno 2018 – dalle 9:30 alle 17:00 @ I3P | Corso Castelfidardo 30/a, Torino —– Nell’ambito del progetto europeo DesAlps, un team di esperti […]

3 May 2018
Invito: DesAlps innovation workshop per le PMI del territorio piemontese

Experientia è lieta di invitare le piccole e medie imprese del territorio piemontese al: DesAlps Workshop #1: Il Design Thinking per le PMI Venerdì 18 maggio 2018 – dalle 9.00 alle 17.30 @ Rinascimenti Sociali | via Maria Vittoria 38, Torino Scopri i vantaggi che il Design Thinking può portare al tuo business per prepararvi […]

27 April 2018
Impact through Design – Event in Turin, Italy

(Scroll down for English) Come può il design generare impatto? In continuità con il summit International Days of Deans and Experts: Impact Through Design (Barcellona, aprile 2018) Torino ospita il primo evento dedicato alla prospettiva italiana sull’impatto generato attraverso il design in riferimento ai Sustainable Development Goals definiti dalle Nazioni Unite. Attori dell’ecosistema territoriale ed […]

26 February 2018
Designing Patient Solutions with Meaning: Review of technology and health apps for a better patient experience

Technology is radically changing the world of healthcare and acts at different levels in support of different stakeholders. There are several digital tools on the market (e.g. wearables, virtual reality, robotics, etc.), many of which work in integration with each other, for example, wearables connected to IOT applications. Experientia’s report provide an overview of some […]

22 December 2017
Happy new year 2018!
See all articles