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
19 June 2018
The UK Government’s Data Ethics Framework
The UK Government's Data Ethics Framework guides the design of appropriate data use in government and the wider public sector. This guidance is aimed at anyone working directly or indirectly with data in the public …
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 …
9 June 2018
[Book] Radical Help – by Hilary Cottam
Radical Help - How we can remake the relationships between us and revolutionise the welfare state By Hilary Cottam Virago Publishing June 2018, 320 pages > Book talk at the RSA How should we live: how should we care for …
7 May 2018
Human-centered building design
Putting people at the centre when designing and delivering buildings of the future is crucial to unlocking the potential of new technologies, according to the third installment of Buildings of the Future paper (pdf) released …
4 May 2018
[Book] Automating Inequality
Automating Inequality: How High-Tech Tools Profile, Police, and Punish the Poor By Virginia Eubanks St. Martin's Press, January 2018 272 pages The State of Indiana denies one million applications for healthcare, foodstamps and cash benefits in three years—because a …
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 …
2 May 2018
[Book] Ethnographic Thinking
Ethnographic Thinking: From Method to Mindset by Jay Hasbrouck Routledge Press, December 2017 140 pages This book argues that ‘ethnographic thinking’―the thought processes and patterns ethnographers develop through their practice―offers companies and organizations the cultural insights they need to …
27 April 2018
Essay: On Weaponised Design
On Weaponised Design is an excellent, very well-informed essay by Cade, published in February 2018 on the Our Data Our Selves site of the Tactical Technology Collective, a Berlin-based non profit dedicated to privacy, digital …

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.

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!
30 November 2017
New European study on e-Government initiatives

The latest eGovernment benchmark report of the European Commission shows significant improvement on cross-border availability of digital public services and accessibility of public websites from mobile devices in EU Member states. The study also indicates a need for improvement in transparency of public services delivery and use of supporting technology like eIDs or eDocuments. Performance […]

See all articles