How to use foundational research to develop a holistic digital strategy


Human centered design begins from research. But how to use large amounts of qualitative insights to create a digital strategy for a whole digital landscape? Especially when there are many different kinds of users that have to be served, with different digital needs.

This presentation will show how Mirabeau and ING Wholesale Banking worked together to develop a holistic digital strategy, based on research. Cecilia (Mirabeau) and Iris (ING WB) explain the six-month journey from research to implementation: how they collected foundational research insights, how they used it to explore multiple prototypes and the customer journeys of the future and, finally, how they are using directional research in the implementation phase to evolve their customer knowledge.