The Client

The ING Group is a Dutch multinational banking and financial services corporation headquartered in Amsterdam. Its primary businesses are retail banking, direct banking, commercial banking, investment banking, wholesale banking, private banking, asset management, and insurance services. It consistently ranks among the top 30 largest banks globally.

The cross-border Consumer Lending Tribe is responsible for easy, reliable, and controlled processes for getting a loan and managing your loan (“supporting (simple) financing needs for private customers”). This applies to all ING products within the area of personal loans and overdrafts for both Belgium and The Netherlands. Millions of customers use these products on a daily basis. In the coming years, ING has the ambitious target for Consumer Lending in terms of harmonizing the product offering between Belgium and The Netherlands, realize commercial growth, ensure responsible and innovative loan offers.

The Project

Being part of the Continuous Service Improvement program, the team has the following assignment:

  • Replace the old Angular frontend with new Polymer web components and redesign the user experience (mobile and web)
  • Create an integration/aggregation layer between frontend and backend services as well as Pega/Tibco
  • Create a new frontend for the (Netherlands/Belgium) Unite project and integrate with services in Belgium

Technologies

  • Java8, Spring, Twitter Finagle
  • REST, SOAP
  • Angular, JavaScript
  • Web components, Polymer, and Lit Element
  • Nolio, Jenkins, JFrog, NPM
  • Kibana, Logstash
  • Junit, RestAssured, Gatling
  • Sonar, Selenium
  • Git, Gitlab
  • Tomcat, NginX

The team developed the consumer loan application processes from scratch and designed a new process with modern screens and flows, putting user experience as the priority while ensuring accessibility and performance. The frontend was migrated from an old AngularJS application to a new web-component based application (Polymer and Lit Element).

Next to that, on the backend side, the team built an integration and aggregation layer between the frontend and other downstream services as well as Pega/Tibco systems. These invoked services were also moved through a technology shift. The web services the application was calling changed their underlying infrastructure so it was decided to expose REST endpoints instead of SOAP.

Moreover, some services changed their framework to be discovered via a service registry and required security changes on endpoints. The backend was changed to handle these and a client-side load balancer and circuit breaker (with Twitter Finagle) was used to handle the load.

During the development, the project targeted merging ING Netherlands and Belgium “IT systems” into one united (software) “platform” sharing all applications and data. For this challenge, a fork of the application was built to customize the different legal regulations in Belgium. Services to retrieve customer and account data produced by our Belgian colleagues were also integrated into this new solution.

Results

Once live, the screen time and responses from the users were continuously measured. When needed, necessary improvements were executed to make the customer journey more efficient. The delivered solution significantly increased the ratio of successful consumer loans and made it easier to apply for a loan. Customer satisfaction increased by 20% to a rate of 8.5 on a scale of 1 to 10