Case Study: ING Group
Placing facilitators in a global initiative for innovation transformation.
They started with a vision...
ING Group set out ambitiously in 2016 to provide structured innovation programs to all countries with retail operations in Europe. The goal was to transform the workforce into innovators with the aide of a newly developed methodology, PACE. As the programs expanded, it became clear that in addition to workshops, integrating innovation experts into the teams at ING was necessary to increase education and output among participants.
There were several obstacles to successfully finding and integrating facilitators that could help. First, they needed to be knowledgeable about financial product content. ING's projects varied from interface improvements to new technologies explorations. Second, the the process skills had to fit perfectly with the existing talent on the ground. With a comprehensive team on every site. And third, the facilitators had to be locally available, which meant dealing with language, sourcing and assessment barriers.
The search in Spain...
We were asked to provide a Service Designer and Experiment designer on the Madrid ING campus, and it was a challenge: they needed to be sourced, assessed and fully integrated in just two weeks. We were able to conduct 22 interviews of qualified independent consultants in our network for a perfect content knowledge, process skillset, and cultural fit in just days, narrowing the scope to 5 finalists which were presented to the staff at ING for a final decision.
"ReFacilitate worked quickly and efficiently, finding, selecting and administering highly qualified Service Design facilitators for our program in Romania and Spain."
- Reinout d’Engelbronner, PACE Coach
Chief Innovation Office, ING Group
The candidates chosen were integrated through the support of the ReFacilitate team, and continued to be supported in content and administration. This project is ongoing.
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