Freelance UX CX Design Amsterdam

Project: Redesign

ING Redesign Portal

Role: Prototyping, Customer Journey Mapping, Interaction Design, Visual Design, Usability Testing

UX Process

Service Design & UX

Service Design ING.jpg

Source: UX Collective

Research, understand people, technology & business

The process started off with interpreting the user interviews. These interviews were done with intermediaries that work with the current portal on a daily basis. The interviews provided valuable insights into the pains, gains, emotions and moments of truth of the user. I've plotted these insights into a customer journey, to get an overview of opportunities for improvement. Besides the users, ING also had requirements that need to be integrated into the new portal. For example, the journeys are required to be GDPR-proof and need to be build and designed with the new ING Design System.

Customer journey Intermediair Protal.jpg

Customer Journey Mapping

Ideation, prototypes & iterations

The insights of the customer journey gave me input and ideas on how to improve the current flow. I've made interaction designs and a high fidelity clickable prototype to test with the users. I've visited the users in their most natural habitat: at their offices. The tests resulted in insights to improve, back to the drawing table and iterate from there.

schets wireframe_1.jpg

Build and test

After exploring and iterations, the development team started to develop the portal with the new ING web component-based library's. While the pages were being built, I was available in the scrum team for Q&A during building and testing

UX Achievements

I designed with typical examples of UX improvement goals in mind:

Freelance UX CX Design Amsterdam

Optimize Status Information

Freelance UX CX Design Amsterdam

Increasing transparency in processes 

Freelance UX CX Design Amsterdam

GDPR Proof Journey’s

Freelance UX CX Design Amsterdam