Service Designer Thinker Strategist
About me
BACKGROUND
Grew up in a small town in Zeeuws-Vlaanderen, studied in Denmark and I worked in Germany and Sweden before moving back to The Netherlands.
Currently working as Head of Service Design at Emakina – EPAM, at their Amsterdam office. Here I’m building a Service Design capability since the summer of 2021, together with team of talented international Service Designers.
TOP QUALITIES
Action-oriented, Critical thinker, Passionate
EXPERTISE
Experiment Design | CX strategy | Service Design | User Research | UX Design
EDUCATION
2011 – 2013 | Graduated with Excellence / Cum Laude
Syddansk Universitet M.Sc., IT Product Design
2008 – 2011 | Technische Universiteit Eindhoven B.Sc., Industrial Design
TOOLS
In case you were ever wondering what tools a service designer works with the most in his or her day-to-day activities, I have shown an overview of the average usage per tool below.
MY METHODS & SKILLS
Aside from tools, as service designer you don’t just sit behind a desk and your laptop. Instead, you often interact and engage with both customers, stakeholders and everyone else involved in the Design Thinking process.
To do that – tools and methodology ar a means to an end. It is important to understand how and when to apply them for you to make impact and deliver ROI.
That said – I do want to give an overview of some of the Qualitative and Quantitative methods that are typically applied, as well as a few tools that are result of that.
Qualitative
- Workshop facilitation
- Interviews & observations
- Generative sessions (such as co-creation)
- Usability tests
- Service Safari
Quantitative
- Online surveys
- Google analytics
- Business analytics (NPS, Churn, ROI, CTR, ...)
Tools
- Affinity diagrams
- Concept sketches
- Customer journey maps
- Ecosystem maps
- Experience flows
- Service blueprints
- Service scenarios
- Stakeholder maps
- Need bases profiles & personas
- Process maps
- Value proposition canvas
Work modes
- Agile / Scrum
- Design Thinking
MY publications
