One of the biggest cross channel projects at ING was Multi channel form. In this projects the goal was to align all forms inside of ING for all the channels: Internet, Call, Branches and Mail. In this project I worked as a UX Designer, helping the team to get the complex technology across by making visuals and storyboards. For the different subjects (Creditcard, Mortgage application etc) Customer Journeys and wireframes are produced.
I made interaction and visual style guides, this was the basis for setting up a standardized Forms tool.