Customer Journey Mapping for Financial Services at ING Accelerators


ING Netherlands has commissioned DesignThinkers Group to train and develop Customer Journey Mapping capabilities of the bank Financial Services team.

The project is structured and developed in a co-creation effort together with the client's team in an Accelerator format.


The first step will be to facilitate a pilot case in the Accelerator using the Customer Journey Mapping methodology, using the ‘Learning-by-Doing approach. In this way the core team ING Netherlands can get in-depth knowledge of this tool.

This phase leads to the design of the complete training for the whole team and then to its execution by the different squads in sprints of 1-2 weeks. After the pilot case, we will implement the Accelerators in other countries.




Customer Journey Mapping