MY RECENT WORK
I have selected a few examples of my work to share with you.
KPN | FRom insights to agile execution
Moving from one place to the other is not only a ‘life-event’ for you as a customer, but also considered a Moment of Truth for many businesses. That’s because it’s often a moment for you as customer to reconsider all your service providers.
KPN therefore asked us to map the current end-to-end AS IS moving experience to consequently design the ideal TO BE journey that will reduce churn, increase NPS and acquisition.
User research | Service design | CX strategy | UX design (conceptual)
Customers as well as a multidisciplinary team were actively involved to shape and design the ideal customer journey. This journey was tailored to KPN’s context, challenge and ambition as the deliverables supported the team’s agile way of working.
This means it did not only provide a holistic view across phases & channels, and by doing so, disciplines. It also helped the team to prioritise and feed their workstreams by being challenged and enabled to balance insights on the one hand, and customer and business values on the other.
“Not only did Essense help us with customer journey analysis. They also helped us increase our business impact by involving stakeholders across disciplines to define a tangible roadmap, with clear ownership in the business, implementation and roll-out teams.” – Erik Vercouteren, EVP CX
Want to know more?
More information regarding how to go from a customer journey to actionable insights, can be read (in Dutch) on my blog post on the Essense’s website. Click the button below to read more.
PHILIPS | new proposition development
With businesses shifting their focus from products to service offerings, new propositions and revenue models are explored. Philips asked our support in their transition to one of these revenue models: subscriptions.
User research | Service design | UX analytics | Experiment Design
Starting from a thorough user understanding, different subscription models were experimented on. After a proof of concept of the MVP, a service blueprint of the entire ecosystem was created. That (amongst others) informed the realisation of the subscription service.
The result, a new subscription offering for Philips, today has tens of thousands of subscribers and can be found on the Philips website (US & DACH).
SCHIPHOL GROUP | PASSENGER EXPERIENCE
We helped Schiphol in defining and developing a customer experience vision for all touch-points of the entire passenger journey across digital and physical channels for Dutch leisure travellers.
User Research | Service Design | CX strategy & vision
Using a service safari and interviews at the airport, existing insights and learnings from desk research were put into context. Allowing us to develop a holistic understanding of the entire ecosystem.
Both client-team and leisure passengers were involved in co-creation sessions to validate customer insights and hypotheses, to ideate commercial concept scenarios with them. The resulting scenarios were clustered into three CX pillars: Guide Me, Relieve Me and Excite Me.
After the CX strategy was defined, we facilitated the marketing roadmap planning by balancing CX pillars and business objectives.
SDN 2017 nomination
This project was selected as finalist for the Global Service Design Award 2017 – Service Design. In case you want to read the full article, please click the button below to read more.
SCHIPHOL GROUP | CONNECTING EX & CX
Aside from Customer Experience (CX), we notice an increasing demand in Employee Experience (EX) since more and more businesses start seeing that a good Customer Experience starts with a good Employee Experience. The same accounts for Schiphol Group.
User research | Service design | EX strategy
We engaged with over 40 employees by the use of different qualitative methods. Focusing on employees across different phases in their employee lifecycle, to get a good understanding of their current and desired experience.
All insights were translated to key employee needs per life cycle phase and plotted on the brand values on the one hand and on the five established EX themes on the other. The resulting EX lifecycle informed the team where to improve, ranging from orientation to retirement, and how the different disciplines at Schiphol (IT, FM and HR) should realise this together.
Want to know more?
More information regarding this project can be read (in Dutch) on Essense’s blog. Click the button below to read more.
POSTNL | JOURNEY TO OMNI-CHANNEL DESIGN
We supported PostNL with achieving a digital transformation of postal services from offline to online oriented. We focused both on consumers as well as small businesses.
User Research | Service Design | UX Design | Experiment Design
Mapping out the entire customer experience when looking at all relevant channels: web, mobile, retail and logistics – allowed us to design an omni-channel postal service for both receiving and sending parcels and letters.
From a UX point of view, I was mainly involved with all retail touchpoints. Meaning the retail system facing both retailer and visitors as well as the Parcel Machine (‘Pakket & Brief automaat’). Both can be used by you, today!