When it comes to usability, most comes to mind issues of interface design, product design, or the like which is intended to facilitate its use, but to business and design its workflow, rules can also be applied usability. In this case, I will tell you of my experience with ING DIRECT, and as this bank usability applied to business process flows, making it more efficient and effective processes. Innovate in the simplest things, as long as the customer benefit, thus they result in our perception of the brand, and ultimately will bring benefits in the form of word of mouth via recommendations that bring new customers.
Yesterday I decided to open a new bank account, and all of the alternatives that was on the table, I chose: ING DIRECT for many things, but to start, because being in the evening, and being a person a little busy, often I find it quite impossible to go to the bank in the morning, so a public opening hours of 8am to 20pm Monday to Thursday, in addition to the normal schedule on Friday, and also on the Sabbath, it seemed a godsend.
I went physically because even though some time that I had spoken highly of this bank, that their TV ads are special, and I thought it was at least an option to consider. I still had doubts that it seemed that if you did not talk to the person physically, you would solve me, and speaking of money, with more reason. The point is that I went to the offices they have in the center of Valencia (Spain), although they have only one in the entire city, including the schedule so wide and so well connected, for someone like me, really do not need anything more.
When you open a business account in other banks, they ask from the articles of incorporation to endless documentation, which always something missing, which means more trips to the bank, leaving to work to make a simple as giving management become a member. In contrast, ING DIRECT, with only the ID is enough if you are the company administrator, they photocopied and make 4 questions and voila, the rest they do, that’s what it’s all at its disposal and if they lacked something, and warn you. As it should be.
Also, you can do the same sign up: physically, by phone and online, because they have designed efficient processes intelligently applying usability to business. The change that I comment, which at first seems small, left me speechless, because they make something simple without complex far, and innovate in the process, adding simplicity to me as a customer. Thus, on the first trip that might not have opened the account for lack of documents, it becomes already a customer, and in a few days when all you send them home, or business, or where I say, no more hassles.
Continuing with the details, they do not charge commissions, will come together in one account, a checking account and a savings account, which can handle internally free from any of the three access roads and immediately, getting to do what you want and / or need your money, at all times, to give always the best use and profitability.
The contact telephone number through which you can do absolutely everythingused to be an 901 that they charged 1 cent / min, and is now a 91 and free, and are available 24 hours.
Leveraging that I was there, I asked for the cards, which are also free household social security and transfer remittances or domiciled charges you make to your customers, something that I was charged real atrocities in other banks , and apply merely because you demanded a fixed balance, or keep you a part of balance, as preferred, or worse .. as I say, abysmal distances.
The cards are of theirs: 4B, so they are free throughout the network 4B, with LaCaixa for example, were only available in your cashiers, even in Servired, which is your network, and also from 50 € in ING also free Euro6000 throughout the network, so only charge you if you use it on the network: Servired.
If we talk about virtual POS ..They charge a 0.85% / transaction, no monthly fee and no discharge! If that does not make things easy .. tell me it is. Also you avoid the face of suspicion and I have been in several other banks when you say that your business takes place in the “evil” Internet, where it seems that for them, there’s only leg-stick pirates and criminals several.
Leaving there, I left with the feeling that they wanted me as a customer at all costs, it was a nice feeling, as they appreciated me in itself, but it would not show that I am not a first offender, which obviously does not I am, as I sometimes have felt with other banks in Spain, and also, they want me to make life easier everything possible, not complicate it, something that I really appreciate every day.
I imagine that more than one, will seem surreal my story and my experience or worse, but only story plain and simple what happened to me. And I do not have paid for it, have done something better make me feel that I want as a customer. The same way if this changes in the future, I will feel so comfortable to share equally. For now I doubt it.