ING DIRECT
interactive tutorial
challenge
ING DIRECT’s call center realized they were receiving an inordinate amount of calls in regards to their money transfer process. Customers wanted to understand why it took 2-3 days to send and receive money from their external account. The reality was that this process was out of ING DIRECT’s hands, but Customers had no clear way of understanding this aside from a buried FAQ or a call to Customer Service. The bank tasked us to write, design and develop an in-depth demo which their call center could refer Customers to in this complex subject.
solution
A visually-intensive tutorial turned out to be the perfect vehicle to illustrate the complexities of transferring money through the Federal Reserve via ACH. The result: our demo successfully took a huge burden off of their call center and allowed users to explore the topic at their own pace. To date, this demo has been visited by thousands of Customers and remains one of the most clicked upon demos in their arsenal.