Case Study: ING Direct Spain scales UX research with UserTesting

How ING Spain scales UX by empowering customer journey experts

ING Direct Spain, a digital bank, faced the challenge of scaling its user experience research within an agile workflow. The bank's customer-centric approach was limited because its large number of customer journey experts far outnumbered its dedicated researchers. Their goal was to empower these business-oriented team members to conduct their own end-to-end testing without compromising on the quality of the research, a task for which they partnered with UserTesting.

UserTesting provided the solution by supplying unlimited seats and developing a custom training program. This initiative, which included guides, methodologies, and study templates, successfully enabled over 100 customer journey experts to autonomously conduct research. The results were a 173% increase in annual studies and over 23,000 customers providing feedback, allowing the bank to make UX decisions with validated confidence.

ING Direct Spain

Javier Sierra Merino

User Research Expert Lead