About 10 years ago we were privileged enough to design ING’s service point (ISP). This service point could be found in several Dutch retailers, such as Bruna. Now, 10 years later, the world has become digital and so have most money handlings.
Most bank related issues can be handled from the comfort of your own couch, at home. That being said, there are still some people who are not so tech savvy or there are issues that need to be handled in person (identification, pickup, etc.). ING asked us to design a new ISP, the DSP, Digital Service Point. After a year of development, the first DSP-pilot has opened in Deventer. It consists of a small waiting area with a narrowcasting screen and a place to do your banking, behind the waiting area. The challenge was finding the right balance between privacy and making it open enough for people to actually use it (instead of waiting for an ING employee, which is not there). When customers are having trouble finding their way, there is always an employee of the retailer present to save the day.
