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.

He’ll also share 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.