New Value Added Services for Old Clients

· sprint case studies,work

In 2014 ING approached us with the idea to train a core team of innovators and at the same time co-create an innovative idea that ING Bulgaria could submit to the ING Global Innovation Challenge.

client brief 

Develop an innovative service offering


ING Bulgaria

our approach

Facilitated design sprints.


March – April 2014

key results

10 employees successfully trained on the job and 1 innovative idea submitted to ING Global Innovation Challenge (prized in top 10, out of 1800 submitted ideas).

success factors

Work on a project addressing a real business problem, support from CEO and participation in all sessions.

/ choosing an innovation direction

The topic chosen was related to the underserved customer segment of SMEs who fall in between big corporate clients that get a lot of attention and personalized services from their banks and private clients, who benefit from the latest digital offerings.

/ from customer needs to a business model in 8 weeks

We worked for 8 weeks and went through two intense design sprints together with the client. As part of the work we did in-depth customer research through interviews and focus groups. We did storyboarding and wireframing to visualize and test the new service with customers. In the second design sprint we focused on the business modelling in order to validate and describe the business value, resources needed and potential revenues.

key results

Top 10 out of 1800. The end result was a truly innovative concept for digital value added platform for SMEs that was prized in the top 10 innovative ideas by ING Global management (out of 1800 submitted ideas).

Find out more about our Redesign sprints and how they can be applied for your business needs.