Amsterdam

Krijn Taconiskade 412
1087HW Amsterdam
The Netherlands
Route

Eindhoven

Igluu, Lichttoren 32
5611BJ Eindhoven
The Netherlands
Route
Logo client

Customer experience design for the

Moving Journey

Challenge

We’re working with KPN to identify opportunities for improving customer experience, in this case for the customer journey of moving house.

Our role

User
insights
Customer
journey
Proof of
concept
Digital UX
design
Co-creation Experience
strategy

Our primary role at KPN is to identify and design service experience opportunities with measurable impact for customers and the business.

Building on expertise

Marketing, operations and customer care teams were involved to build on existing insights and expertise, in order to develop a holistic understanding of the current service proces and identify opportunities.

image Building on expertise/>

CUSTOMER VALIDATION

Key customer needs were formulated from the insights and we involved customers to validate these needs, assess importance and co-create concept solutions.

image CUSTOMER VALIDATION/>

PRIORITISING SERVICE SCENARIOS

Service scenarios were designed from validated concepts and impact estimated by scoring both customer and business value. Effort was defined  and  categorised  as running or new initiative.

image PRIORITISING SERVICE SCENARIOS/>

ROADMAP AGILE IMPLEMENTATION

We mapped all prioritised concept scenarios on a holistic (TO BE) customer journey and refined each scenario with quantified impact and dedicated ownership in order to be used for sprint execution.

image ROADMAP AGILE IMPLEMENTATION/>

Capability building

This project was a first in a series and we’re now standardising this way of working so it can be repeated for the other key customer journeys at KPN. To achieve this we’re teaming up with KPN-internal service designers so this work is not outsourced to us but executed as a join team which we consider crucial for succes.

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