Because we started small, we were able to improve the user experience of the audio part of BNR.nl through new functionalities that were validated by both the audience of BNR and the stakeholders.
Through our approach we were able to work together with our client in bringing improvements on both their platform and their way of working. This has now resulted in a more elaborate partnership where we will work together on their overall product vision and embedding this in a Human Centred way.
OV-fiets, the simple and typically Dutch concept that is meant to get the traveller to his or her ‘actual’ destination, has been a success for more than ten years. But the use of public transport bicycles – the OV-fiets – has grown so fast that it is no longer a matter of course that you can get a bicycle at any time of the day. The software platform behind the bicycle service is also under pressure due to this growth. So how do you ensure that the user of OV-bike continues to find the service agreeable?
We delivered a customer experience map with leverage points defined throughout the whole customer lifecycle (before, during and after).
This helps Blue-bike get more grip on what their customers need and towards focused improvements to the Blue-bike service. They are now able to organise and prioritise what steps to take first to improve the customer experience and translate them into actual technical solutions. Check the full case.
Together with Graydon, we've created several credit management solutions that help businesses to gain more insights in their partners and their payment behaviour. We've worked on solutions like (International) Credit Reports, XSeptions and Monitoring, where aligning three different countries and their data was a big challenge. From an app focused solution, we optimized the user experience to a more consistent user flow where getting the right data to make decisions is the main focus.
NS Stations and INFO collaborated on several OV-fiets apps which are currently helping their employees, like mechanics at bike locations, or end users in getting the right information to rent an OV-fiets. Most of these apps are created in a short time frame, were validated during pilots and had a great process in rapid prototyping or interating. Prior to these projects, we've applied service design methods to get the right insights to be able to build the right product in the right way.
© Joy Jansen