citizenM is an innovative hotel chain with city hotels in the luxury segment. The digital customer experience is a key element of the customer journey. For example, hotel guests check in themselves online and can control the equipment in their room …
citizenM: A better online experience thanks to UX researchResto VanHarte brings people who are lonely together by offering them an affordable three-course meal in one of their community restaurants. Not only elderly people often live in isolation; for example, students and single parents also fall within t…
Resto VanHarte: Research into the impact of direct mailing campaignscitizenM aims to prevent, reduce, and resolve incidents in its hotels more efficiently. They established an Incident Management Product Team to consolidate scattered initiatives and make the working method scalable and future-proof. They asked us to…
citizenM: Optimal customer experience through enhanced incident insightA bank wanted to know whether it was desirable to add a new functionality to their app. This functionality already existed as a separate app from the bank app. Would merging the two apps bring extra value to users? Our researchers explored this via …
Dutch bank: UX research for the expansion and optimisation of a banking appNationale Jeugdraad is an umbrella organisation for 37 Dutch youth organisations. To gain a thorough understanding of youth behavior and opinions, they conducted a survey among a large group of young people. As they did not have the appropriate pers…
NJR: Rapid analysis of a survey with both closed and open-ended questionThe 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 processIn October 2022 we launched our new website, in a fresh design style. We asked our partner Kaliber to update our branding and website with a design that fits our brand values. After the website went live, we wanted to know if they succeeded at this.…
Evaluating brand alignment on our new websiteOne of the largest professional service providers in the Netherlands aims to achieve a comprehensive overview of their customer data. They wanted to build a data warehouse or Customer Data Platform (CDP) for this purpose and asked for our help.
Professional Service Provider: Comprehensive customer data overview through data warehouseThe 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 website