ING is working on developing a new personal banking environment for MijnING, known internally as D20. D20 is developed from a mobile first perspective and multiple tribes and squats from ING work on the development. Over time, this new environment will replace the current MijnING. The goal is to have all customers migrate to D20 by the end of Q1 2018.
In 2018 ING wants to have continuous feedback from customers regarding their experiences with D20. This is done in monthly User Experience researches called the D20 Heartbeat. These researches focus on the use and understanding of D20 as a whole and how customers experience the user friendliness of the design, to identify possible usability issues. Depending on the moment of testing, specific topics or devices can be incorporated in the researches.
In this debrief we present our main findings from the D20 Heartbeat researches done in 2018. Each research consists of 6 individual interviews, focussing on performing small tasks in D20. Depending on the research topic, we spoke with either ING customers or non-customers.