Same Standards, Different Languages: Scaling Research at ING Belgium
At ING, an insight isn't just any observation - it has to be traceable, focused, and evidence-backed. In this Condens Coffee Chat, Lieven Aerts, UX Researcher at ING Belgium, shares how they've operationalised research quality through shared templates, a structured tagging system, and a clear distinction between research insights and usability findings. We'll also explore how a team working across multiple languages manages to align on a single source of truth and how centralising the entire research workflow in one tool has made their work more consistent, professional, and visible across the organisation.
Our Speakers
Kenan Jallad (he/him) is an Experience Architect of 12 years who builds research systems and measurement frameworks that shape how organizations form strategies and design experiences. He specializes in combining intentionally designed data structures, mixed methods study plans, and AI-augmented analysis protocols that both deepen and accelerate insights generation.
His research has shaped experience design strategies across energy, transportation, government, healthcare, and financial services for organizations including TransLink, BC Hydro, and MedChart. His latest work and current focus is in the development of learning management systems that combine organizational knowledge and skilled outputs with generative AI workflows and agentic capabilities.
