Since 2016, ING has been using their PACE way of working to support, organise and speed up innovation within the company. PACE is an iterative process that brings together Service Design, Lean Startup and Agile Scrum in a five-phase process. This way of working ensures a customer centric innovation drive, empowering high paced research and validation.
Given the size of the company, which is operating across different countries, they realised that different teams were using different methodologies, and they wanted to be sure that “everyone speaks the same language”.
However, a way of working is nothing without the capabilities necessary to execute. Therefore, experts from ING and Koos created the Service Design Academy. This is a program aiming to boost the Service Design skills of ING employees working hard on delivering excellent customer experience every day.