Unlock

Enter your email to continue. We will sign you in and save this to your account.

Use the same email anytime. After you click the link, we sign you in and attach the save or follow to that account.

Check your email

Click the magic link to sign in. If you started from a save or follow action, we will add it to this account after confirmation.

ING Service Design Academy: NPS 61.5% and Facilitator Score 4.64/5

Agency
Koos
Brand
ING
Platforms
None
Services
None
Visit full case study

Koops designed a tailored Service Design Academy for ING, combining user research with co-creation to develop methodologies and tools for global employees. The program, structured into training, coaching, and reflection modules, achieved a 61.5% NPS in 2019 and a 4.64/5 facilitator score with 335 participants. The initiative supported 17 cycles, training over 350 graduates across Europe. The Chief Innovation Office praised the program's impact, highlighting its role in equipping employees with practical, culturally relevant Service Design skills. The success underscores Koos' ability to deliver high-quality, context-specific training solutions.

View the full case on the agency site
Original write-up, full visuals, full context.
Visit full case study
Published around: October 7, 2024 ?
Added to Agency Inside: March 24, 2026

More from this agency