A video about involving stakeholders in lab studies

About Rabobank Group

Rabobank Group is an international financial services provider based in the Netherlands. It offers retail banking, wholesale banking, asset management, leasing and real estate services. Rabobank's User Experience team consist of 25 consultants with various backgrounds, specializing in interaction design and user research. The team is responsible for the broad Rabobank experience, for example on internet and mobile banking platform, and for back-office automation. Rabobank has a unique, innovative in-house design and usability lab in which they co-create design solutions with their customers.


Main points

  • Stakeholder involvement starts at the CIO level.
  • Usability tests are observed by multi-disciplinary teams.
  • Observers have an active role from identifying issues to developing solutions.
  • Notes are taken on post-its.
  • After the study, observers cluster post-it notes into groups of findings.
  • The key to the success of the process is teamwork.