ING Bank Austria

Designing new features for everyday banking.

UX & UI Lead, Digital Banking 2019 to 2020

Bringing UX in-house.

I led UX and UI at ING Austria as the bank brought design in-house. My work covered housing loans, mobile banking and referrals, alongside building the team and establishing how we worked with the bank’s agile teams.

I established the UX chapter and grew the team to two designers. I continued hands-on design work while advising agile teams, planning projects and helping junior designers develop.

70%increase in onboarding completion
For new customer sign-ups.

My contribution

Led UX and UI for retail banking products and new features.
Established the UX chapter, onboarding and supporting junior designers.
Supported implementation through workshops, documentation and prototypes for user tests.

The housing-loan calculator.

Customers could enter the purchase price and available equity, choose an interest type and set a repayment term. I placed the resulting financing costs and monthly payment alongside those inputs.

ING housing-finance calculator, with loan inputs on the left and financing amount, rates and monthly repayment on the right. — Housing-finance calculator on ing.at.

Purchase or refinance.

The first choice was whether to purchase a property or refinance an existing loan. Customers could then adjust the financing scenario, review the details and book a consultation.

The housing calculator’s purchase option, labelled Kauf with a house icon. — Purchase option in the housing-finance calculator.

Sharing a personal referral link.

The public referral page explained the incentive and participation conditions, with a login button for customers who wanted to make a referral.

Inside online banking, customers received a personal referral link. I kept the link, copy button and sharing options together so they could send it from the same screen.

Referral landing-page prototype showing a 30-euro incentive, login action and information about benefits for invited friends. — Referral programme · Landing-page prototype.

Signed-in referral prototype showing a personal referral URL, a copy-link action and social and email sharing options. — Referral programme · Signed-in prototype.

Building the team.

I onboarded junior designers and supported their development. Alongside managing the team, I continued working on concepts, prototypes and interface implementation.

I also built prototypes for user tests, giving the team something to evaluate before implementation.

Working with development.

I advised the bank’s agile teams on UX, planned and ran internal workshops, developed design concepts and wrote documentation. I also handled project planning and management.

The development team was external, so I used those concepts and documents to explain the design decisions during implementation.