MoneyMaster. A customer-driven Open Banking service

This thesis represents the result of a graduation project for the master programme Strategic Project Design of Delft University of Technology, carried out in collaboration with INNOPAY. The approach that is used to successfully complete the graduation project, is based on the Double Diamond model. According to the conducted iterative design...

Seamless Luggage Experience: From a hospitality sector perspective

This master thesis is part of the Horizon 2020 funded research project Personalized Airport Systems for Seamless Mobility and Experience (PASSME). The goal of this research project is to reduce door-to-door travel time for passengers (PAX) traveling within Europe by 1 hour and at least improve the overall travel experience for 70% of all PAX.<br...

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...

Enhancing retention for Otly!: A design strategy for Otly! that proposes strategic choices to improve their customer retention rate

Otly! is an Amsterdam based startup that aims to remove difficulties around digital money for children. The company aims to accomplish this by providing a safe financial ecosystem for children as well as their parents. With a pocket money app for both parents and children, Otly strives to introduce the first banking experience for kids. <br/><br...

Design for relationships: An exploration of how to design for relationships between organisations and their customers

In 2016 Livework Studio—a service design consultancy, on whosebehalf this report has been written—witnessed that the customersof Vorwerk—one of Livework’s clients—started performing all kindsof roles for Vorwerk. The customers performed sales, customerservice, marketing and other roles and did so purely based on theirown enthusiasm, not because...

Join the PRIDE: Offering intrapreneurs working in internal corporate ventures at ING a career perspective

In the ever changing world we live in, companies have to constantly adapt to stay relevant. More and more large organizations do this by starting up innovation hubs next to their established business. ING is one such company that has started up an hub which they call their innovation studio. ING sees this as a necessity due to developments of...

Strategy on Innovation Capabilities: A first step towards measuring transformation

In today’s turbulent economic and technological environment, it is difficult for large enterprises to survive. To do so, innovation is needed. Firms that have perfected the exploitation of their current portfolio now need to focus more on exploring new business opportunities.<br/><br/>Innovation Booster (IB) helps large enterprises to create new...