Go to

Factoring Journey

at

ING

2023

Client

ING Netherlands wants to improve the journey of the application for the factoring service. At the moment of this project there is no option to apply via their website so there is a lot of paperwork to be done. An application takes too much time and it too expensive for ING. The goal of the project is that a client (with or without his accountant) can see if the company is eligible and that he or she can directly apply for the factoring service in an online environment.

A side project that arose during the project is the improvement of the standardisations for the Risk Department. If every applicant willdeliver their documents in the same way, it is easier for the Risk department too judge if the applicant is eligible.

The difficulty is that the project is just a design sprint, but the expectations are very high.

Insights

Results

Content is confidential

Process

After the briefing it became clear that this is big project with a lot of influential stakeholders.

At the first sessions I collected ideas, key information and requirements to create the first sketches. After the third ideation session it was time to create a first prototype. With the drawn concepts from ING as guideline for most important functions and the current systems I started working.

With this first version I implemented ideas from ING. Which was interesting, because when they saw their own ideas visualised several discussions started about if this is the right way to approach a new potential client.

‍

‍

To make the factoring application more efficient the idea to implement a direct appointment with an advisor of ING in the application flow was visualised and animated. When this was tested internally and with clients it turned out be unfavourable to give the applicant this option.

‍

‍

Another required function is that the applicant can save the progress to continue another moment and don't lose the filled in information. This was quite difficult to realise, because ING can not save all this information if the applicant is no client already. Choices had to be made at ING to tackle this. They chose that only clients of ING can apply for the factoring service. In this was the application is easier to implement in the current services of ING.

‍

To make the decision-making for the risk department more efficient. Some of the input from the applicant had to be standardised. In this was there can also be standardised risk factors. In this way the Risk employee can make a decision faster. I created a concept risk dashboard where the information is categorised and automatically estimated if applicable or not.

‍

‍

‍

‍

Go to Portfolio

Factoring Journey

Client

Description

ING Netherlands wants to improve the journey of the application for the factoring service. At the moment of this project there is no option to apply via their website so there is a lot of paperwork to be done. An application takes too much time and it too expensive for ING. The goal of the project is that a client (with or without his accountant) can see if the company is eligible and that he or she can directly apply for the factoring service in an online environment.

A side project that arose during the project is the improvement of the standardisations for the Risk Department. If every applicant willdeliver their documents in the same way, it is easier for the Risk department too judge if the applicant is eligible.

The difficulty is that the project is just a design sprint, but the expectations are very high.

Process

Not all results could be shown because of confidentiality obligation to the client.

After the briefing it became clear that this is big project with a lot of influential stakeholders.

At the first sessions I collected ideas, key information and requirements to create the first sketches. After the third ideation session it was time to create a first prototype. With the drawn concepts from ING as guideline for most important functions and the current systems I started working.

With this first version I implemented ideas from ING. Which was interesting, because when they saw their own ideas visualised several discussions started about if this is the right way to approach a new potential client.

‍

‍

To make the factoring application more efficient the idea to implement a direct appointment with an advisor of ING in the application flow was visualised and animated. When this was tested internally and with clients it turned out be unfavourable to give the applicant this option.

‍

‍

Another required function is that the applicant can save the progress to continue another moment and don't lose the filled in information. This was quite difficult to realise, because ING can not save all this information if the applicant is no client already. Choices had to be made at ING to tackle this. They chose that only clients of ING can apply for the factoring service. In this was the application is easier to implement in the current services of ING.

‍

To make the decision-making for the risk department more efficient. Some of the input from the applicant had to be standardised. In this was there can also be standardised risk factors. In this way the Risk employee can make a decision faster. I created a concept risk dashboard where the information is categorised and automatically estimated if applicable or not.

‍

‍

‍

‍

Results

Not all results could be shown because of confidentiality obligation to the client.

No items found.

Information

Processline of this project

Processline

Project Information

Project Composition

1 Consultant project Lead, 3 Medior Consultants, and me as a UX Designer

Client

Insights

Other projects

See my other projects