The design of a service to create value between later stage startups and ING

Startups are the possible corporates of the future and entrepreneurs are the millionaires of the future. To obtain these future corporates as a customer, ING wants to be there for them at the start. Therefore ING has set the goal to become “the startup bank of the Netherlands”. ING wants to offer startups more than a bank account; access to...

Design for Learning: Using data to measure and stimulate Learning Agility

In today’s volatile and disruptive business landscape, organizations experience intensified competition and an increased need to be more adaptive and dynamic in responding to change. In order to become more resilient, organizations need to shift from an efficiency focus to a learning focus. If everyone in an organization or ecosystem learns...

Rational Override; influencing behaviour beyond nudging: A service design approach towards creating behavioural interventions

Service organizations are struggling to understand and change behaviour since it is complex, dynamic, multidimensional and very often not considered to be rational. Human behaviour is a key component in services, as the interaction between a user and touchpoints determines the overall performance and value. Increasingly, service organizations...