James Wattstraat 100
1097 DM Amsterdam
The Netherlands


Igluu, Lichttoren 32
5611BJ Eindhoven
The Netherlands

Omnichannel design

icon Are your channel teams all driving their own agenda?

Are your channel teams all driving their own agenda?

Creating exceptional service experiences requires alignment. We create a service blueprint with your teams to align implementation plans and collaborate with these teams to design the service experience across channels from a journey perspective.

Let’s align your agile teams.

Align Omnichannel Teams

Service Blueprint Channel Strategy Experience flows

To ensure the identified opportunities and customer scenarios are feasible with a positive ROI, we work with your team to create a service blueprint  to discover dependencies, overlap, and enablers between channels and teams. This ensures buy-in and helps align omni-channel teams towards a feasible shared goal.

Download our free service blueprint template guide!

Download Blueprint Guide

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Service blueprint: linking proces to experience
image Align Omnichannel Teams

Construct Design System

Design System UI Patterns Design Principles

To ensure consistency across all your channels, we create a design system. This is best described as a set of principles, guidelines, design templates and UI components. It ensures a shared understanding of experience patterns and enables you to design across channels and propositions  in a harmonised and agile way.


Design language system - Philips Design
image Construct Design System
Client case

Service blueprint for Education at Zuyd University

image Mare de Groot<br />
Dean - Zuyd University, Heerlen
Mare de Groot
Dean - Zuyd University, Heerlen

“The Service Blueprint has been applicable in many of our running projects and helped us to do more than just solving a problem; it initiated a mindset change: from process- to customer-centric thinking. The methods Essense brought in as well as thinking along with us was indispensable. I fully recommend them for customer-centric transformation and innovation for your organisation.”

image Service blueprint for Education at Zuyd University

Experiment in-market

Experiment Design A/B Testing Prototyping

Learn fast and fail early by designing experiments (with the help of your design system) across channels and teams. We run experiments in-market with real customers to validate whether they improve customer experience.

Order confirmation redesign - Ahrend
image Experiment in-market

Implement UX design

Design Sprints Agile UX design Test & Learn

Validated insights must be incorporated into current channels through UX design iterations in agile teams. While experiments may be self-contained at first, once validated, it’s time to incorporate them into existing services while aligning with other digital and non-digital channels from an end-to-end journey perspective.

Omni-channel design - PostNL
image Implement UX design

Measure Impact

CX Measurement KPI Framework Impact Assessment

After solutions are rolled-out and implemented in existing service offerings, we closely monitor CX impact that inform next iterations.

Digital experiment analytics - Philips OneBlade
image Measure Impact

Other services

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