Embedding service design in ING‘s Agile way of working

Judith Bastiaans & Meddie Versteeg Business Consultant | ING

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Looking back at the journey behind us…

July 2015: ING’s transformation to Agile

ING’s Agile organisation

Working in 13 tribes + Centres of Expertise with over 350 Squads and 750 FTE Customer Journey Experts

https://www.youtube.com/watch?v=NcB0ZKWAPA0

Creating a differentiating Customer Experience

Co-creation of a structured approach

Service design to trigger a new mindset

Empower colleagues, create a leading coalition

Dare to let go of consistency

Start and build in more capacity as you go

What has been accomplished…

Mindset or craftsmanship

Empower colleagues, create a leading coalition

Let go of consistency

Build in more capacity as you go

Key take aways…

Keep the faith…

Thank you!

Contact us atmeddie.versteeg@ing.nljudith.bastiaans@ing.nl