Transformation - New Value Creation - Employee Experience - Build Capability

Empowering ING employees and their work through a better migration experience for Workplace Services

ING Workplace Services enlisted Huddle’s expertise to improve the experience of their next big technological migration and to ensure employees felt empowered and supported in their work.

THE SITUATION

As a global company competing in the 21st century, ING needed to transition technical infrastructure and employee Workplace Services to a shared platform that would enable a confident and productive workforce. To realise this ambition, ING employees must migrate their device to the new global standard. After a rather high impact email migration, employee confidence and trust in technology was low. The challenge—to create an improved migration experience that would build confidence and trust within the employees and throughout the business.

OUR APPROACH

Materials and processes were already in place, however, the business was still experiencing downtime and disruptions from the previous migration. Throughout the business, confidence in the technical abilities of Workplace Services was low. Huddle was asked to explore how a human-centred approach could improve the end-user experience of migrations, while also building trust throughout the business. 

Huddle worked with the Workplace Services core team, conducting user research and workshops to understand the needs of end-users and the migration systems in place throughout each business domain. We synthesised the insights to a series of design statements that captured user needs to guide the core team forward. We then visualised the ecosystem of a migration as a series of journeys connected by critical links.

THE OUTCOME

Our findings revealed the consequence of continuing as planned, and the critical need to adjust the approach to ensure user needs were met. We also demonstrated how systems readiness can build confidence throughout the business.

Huddle led the core team through a human-centred design process involving the business, to understand the patterns in the development and testing of user services. This strengthened confidence in the Workplace Services department and built trust throughout the business. The success of our collaboration is exemplified by the positive user experiences posted on internal social media and the pride embodied by core team members. The engagement has catalysed a new partnership and trust between Workplace Services and the business domains, and built curiosity and interest in human-centricity throughout the Workplace Services Department.

“You are the first one in 25 years to change the way I think and work.”

Ronald Capel
ING Work Place Services