Internet Banking Design: Building an intuitive internet banking system based on customers' needs

Tomasz Opalski

Introduction

Since November 2015 ING Bank in Poland has been offering a new Internet banking system 'My ING' (Moje ING), which (according to customers) is simple, intuitive and mobile friendly and which supports the management of their daily finances.

While building this system ING Bank Poland has been trying to reinvent the customer experience rather than just focus on the system and its functionalities. The big idea behind the system is to create a system which is no longer a list of inflows and outflows but it will become an "individual, remote assistant" which, at the right moment, suggests solutions tailored to the needs of an individual. So, for the Bank and its customers this system is to be a big shift from "reporting information to the client" towards "empowering the client", irrespective of the channel.