Optimise customer experiences and processes efficiently, in an insight-driven way

Imagine this: you're working from home and everything seems to be going smoothly. Until suddenly, your internet starts acting up. Your emails won't send, Teams doesn't work, and your favourite series keeps buffering. Frustrated, you try to fix the issue yourself using your provider’s website. In this case, KPN. But the self-service tool offered provides no clear solution. You don’t fully understand the instructions, and after several attempts you decide to call. While waiting on hold, you ask yourself: Why is this so complicated? Why can’t I just fix this myself?

citizenM wanted to understand the customer journey and thus increase the conversion rate of the mobile booking flow. They asked us to identify optimisation opportunities through a two-month pressure cooker. The aim here was to solve customer problems. Where in the flow was citizenM losing customers and what adjustments could result in more hotel rooms booked? Our Experience Analytics experts zoomed in on the mobile customer journey using insight-driven optimisation.

Understanding the needs of your target group is crucial for the effective development and optimisation of (online) products and services. Putting yourself in the customer's shoes helps your organisation create a user experience that matches the wishes, needs and emotions of that target group. In this article, you will read more about 3 mapping methods to map out a complete customer journey.

citizenM 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 examine the current process and map the desired situation.

Digitalisation, digital transformation, start-ups: digital products are being developed all around us. Think of banks that serve users entirely via an app, the entertainment industry that makes content available via an app, and fully digital work processes. One thing is certain: users of a product want to get value from it. Strangely enough, this is often not looked at on a structural basis in practice.

Does your organisation struggle to steer on its KPIs? Or do isolated teams hinder internal collaboration? Mapping offers a powerful solution to these challenges, one that we at Digital Power firmly believe in. Mapping is a strategic tool for visualising situations, whether it's a customer journey such as a purchase process or app usage, or a process like order processing.

In this episode of the MIE'24 podcast series, CEO René de Boer discusses risk reduction through informed business decisions with Customer Experience Analyst Youp de Graaf.

A well-known scenario: when a product or service is renewed, the assumption is made that an improvement has been achieved. Think, for example, of an adjustment to your website, the implementation of a new product feature or the digital transformation of an organisation to work more efficiently. If you really want to test whether the situation is better after the implemented innovation, you will have to start creating hypotheses prior to the change.

In this (Dutch) online masterclass, Youp van der Graaf and Michiel Cassee (WUA) reveal the art of translating user problems into valuable solutions.

KWF is a Dutch charity dedicated to fighting cancer. The organisation was working on the development of a Memoriam Platform. This is a new initiative to create personalised memorial pages for the deceased. On these pages, donations can be made to KWF.

Dutch 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, due to fragmentation of services, time difference and different situations. In a project which lasted from 2018-2022, the Ministry of Foreign Affairs therefore worked together with 12 implementing organisations (e.g. Tax and Customs Administration and RDW) on government-wide access to public services. The service is called Netherlands Worldwide (NWW). NWW is accessible 24/7 on the website, and direct customer contact channels such as telephone, WhatsApp and email.