ING Spain + UserTesting

Javier Sierra Merino, User Research Expert Lead at ING Spain & Portugal, developed a plan to turn CJEs into researchers.

They created an international program covering four countries that explained the basics of UserZoom, including guides to research methodologies, study templates, best practices, and a shared research calendar.

The training and templates allowed the research team to organize better and monitor all the studies conducted by the CJEs across the key design phases.

Through UserZoom’s unlimited seats for customers and their custom-built training program, Javier’s team was able to turn more than 100 CJEs into researchers who could conduct tactical user research autonomously.

The CJEs participated in 289 tests and collected feedback from more than 23,000 customers.

The next aim is to extend this framework to the rest of the organization.