Services and Research Designer at ING. Alumni of the Master in Digital Product and Service Design at ESNE. Class of 2018. Enna is UX Researcher at ING, the first digital bank in Spain. Her international profile, mixed methods research approach and interest in service design has formed a large part of her professional development today. During her time at ING, Enna has led several international research initiatives understanding the tactical and strategic needs of ING's different products to design solutions that maximize impact for both customers and the business. At ING, employees have customer centricity in their DNA and to further foster this customer centricity Enna has participated in several initiatives to extend the practice of research to non-research colleagues. She has spearheaded the creation of a research training that is part of the pathway for all business and technology employees at ING. For ING Spain, he has been part of the team that has created a collaborative research framework for all team members to empower non-researchers to do research. The results speak for themselves, in 2020 research at ING Spain grew by 173%. In 2019, 21 studies were conducted and by the end of 2020, 289 studies were conducted, impacting 23,000+ customers and without sacrificing data quality.
"When I'm not obsessing about learning more about ING's customers, it's because I'm probably travelling to the US to be with my family, experimenting in the kitchen with new recipes, or practicing pilates."