In 2012, I joined the ING Internship Challenge. After three selection rounds, I got to do my graduation project at the ING Customer Experience Center, also known as the ING Innovation Center. With over 8 million accounts, ING is one of the biggest provider of financial services in The Netherlands. The ING Customer Experience Center is an innovation center where employees and business partners of ING work on banking solutions with the newest technologies in the field of multimedia. The center focuses on researching new products and services for ING International. They try to quickly prototype projects and make decisions early in the process: fail fast, succeed quickly.
In the summer of 2012, ING Private Banking went to the ING Customer Experience Center for a brainstorm session to come up with solutions for their business goals. Out of a big list of ideas, the main thing they wanted to give a try was the Microsoft PixelSense table in their new branches. ING Private Banking is the part of ING to which their wealthy customers belong. ING Private Banking offers its clients a team of specialists who can support and advise their clients.
After researching what the actual project implied, the main research question became: "How can an application on the Samsungs SUR40 table, with Microsoft PixelSense 2.0, support the personal introductory conversation between ING Private Banking prospect and advisor?"
I started the project by analysing the current conversations and the information needs of the interlocutors. The analysis phase was done through interviews, focus group discussions and a card sorting session. I also researched the question how the physical context needs to be during the conversations; the main conclusion is that the advisor and the prospect are going to sit next to each other, because they want to gather information together. The set of requirements, divided in funtional, non-funtional requirements and preconditions, was the result of this phase.
In the design phase, I made the designs based on the information I received during the analysis. To benefit from the functionalities of the PixelSense table, a new way of information presentation was needed. The main menu can be activated by putting a physical object (with a byte tag underneath it) on the screen, and by rotating the object, another menu item can be made active.
I combined the research for ING with research for the research center in Human Computer Interaction of the HAN University of Applied sciences. Therefore I was able to work with 5 student programmers of the Computer Science departement. In an agile software development project, I functioned not only as a interaction designer, but also as the client of their project. The prototype is now used to do further research on how the information should be presented through the PixelSense table. In April 2013, a pilot started in the ING Private Banking branch in Wassenaar, The Netherlands.