ING

ING, a global bank with a strong European footprint, wanted to accelerate innovation without losing rigor, coordination, or control.

InnovationSkillingFintechProduct

Situation

ING had no shortage of talent or ideas. What was needed was a more reliable way to test ideas quickly, use customer evidence well, and help cross-functional squads make decisions without long delays. The bank wanted a practical way to move from discussion to action - and to build capability inside the organization as it did so.

Our Hypothesis

If you give teams a repeatable innovation loop, practical tools, and live coaching on real work, they can move faster and make better decisions without waiting for outside support.

Our Approach

Evoque Impact worked closely with ING to design and implement a structured working model and coach internal teams.

Squad-level Embedding

Embedded with six squads across product, marketing, CX, data, design, engineering, compliance, and operations to understand existing workflows.

Structured Loop Implementation

Designed a working model centered on Research → Reflect → Experiment.

Tool Curation & Adaptation

Curated and adapted innovation tools so they fit ING’s existing processes and could be used immediately.

Live Project Coaching

Coached teams live on active projects, helping them identify better questions, better data, and better next steps.

Internal Scout Cultivation

Turned participants into internal "innovation scouts" who could support and carry forward future innovation work across the bank.

Value Delivered

Outcomes

Teams were able to test ideas and make decisions in three months, rather than the 6-12 months commonly seen in large institutions.

An improved flagship savings product after teams used customer insights to refine communications and ad strategy.

ING left with a practical playbook, reusable templates, and a stronger internal capability base for future innovation work.

This case reflects Evoque Impact’s strength in helping large organizations build momentum: clear methods, hands-on coaching, and systems that make innovation easier to repeat.

Valued Feedback

Gary brought deep service design and innovation expertise to a multi-month innovation program for ING, consistently turning complex challenges into practical, simple solutions. Colleagues saw him lead and coach multiple teams to develop valuable, customer-centric products, elevating the quality of their thinking and output. He combines strategic insight with extensive experience, making him a go-to partner for high-stakes product and innovation work.