A Perfect Jane is a webshop focused on vegan boots made from apple leather, recognisable by their green sole in the shape of a leaf. The webshop noticed a lot of traffic from marketing activities but felt that these visitors were of low quality, res…
A Perfect Jane: Concrete actions for higher conversion ratesThe City of The Hague was seeking a partner to assist them with their web analysis. In doing so, they had a central goal: to investigate the performance of their future new website and identify opportunities for further optimisation. They enlisted o…
City of the Hague: Enhanced customer journey through process miningA Dutch telecom provider sought to examine and enhance their change management process using Lean Six Sigma. The objective was to maximise successful changes in hardware and software, evaluate risks, inform customers, and conduct assessments. The te…
Lean Six Sigma project for optimisation of change management processThe organisation Doctors of the World offers medical assistance to people in a vulnerable position. They often do not know how to find their way in the Dutch healthcare system. Doctors of the World helps them with this. One of the channels to get in…
Doctors of the World: Target group research for new websiteDutch citizens living, working or studying abroad must also take care of things like renewing their passports, arranging tax issues and pension with the Dutch government. This can be something of a challenge by being far away from the Netherlands, d…
Ministry of Foreign Affairs: Better public services based on a research cycleFor some time now, we have been assisting PostNL's customer service department with the optimisation of their online service & contact environment. Various pilots showed that there was also a lot of potential in improving the offline service.
PostNL: Data-driven optimisation of offline customer serviceEneco customers can enter into or change an energy contract via the website, but also purchase a charging station or hire an energy coach, for example. Eneco wanted to bring in more expertise regarding the field of digital analytics. We helped Eneco…
Eneco: Data-driven web and customer experience optimisationKLM Digital Studio builds innovative digital solutions to make working at KLM more efficient, effective and enjoyable. One of the teams within Digital Studio, the Service Design team, is concerned with user experience. They conduct user research, bu…
KLM: Measurable impact Service Design team on UX internal toolsKLM employees work with various applications on a daily basis. For example, the ground staff uses Appy2Help. This digitises work processes and supports employees in answering all questions from passengers. iMech helps to free up more time for mainte…
KLM: Product analytics for essential insights into usage and usabilityIn the tight labour market, professionals no longer choose their new employer only because of the employment conditions. Increasingly, they decide whether or not to come on board and stick around based on employee experience. The 'employee experienc…
Driessen Groep: More employee engagement using inspirational sessions about the employee experience