Schiphol – Customer journey design & Vision strategy

This project was focused on spotting and developing commercial scenarios for the entire passenger journey at Schiphol Airport (Arrival & Departure).

To establish these scenarios we held multiple co-creation sessions, with Schiphol passengers, based on insights derived from in-depth analysis of existing research and in-context interviews and observations.

All insights allowed us, together with our client, to develop holistic scenarios across channels and services, linked to both customer needs and commercial KPI’s.

The scenarios accordingly formed the customer pillars as part of the customer experience vision and commercial strategy. 

Involved client for this project: Schiphol Airport
Read more information on essense.eu.

Catawiki – proposition research

By organising two user sessions with both sellers and buyers that had been using the online auction platform Catawiki, we helped to validate how Catawiki is currently being perceived by its customers and gained insights to what USPs resonate most.

I was involved in organising and leading both sessions, as well as analysing the outcome and presenting this back to all stakeholders.

Involved client for this project: Catawiki

Vodafone CXX – Customer journey design

This project was focused on improving the Vodafone customer experience, across all markets.

In our case, we focused on both renewing customers as well as customers that could become ‘converged’ (combining mobile with home services).

In order to get to a holistic understanding that would enable us to formulate the to be achieved global design principles, we held over 5 workshops, across Europe, to learn from the current challenges and success stories of the local markets.

Involved client for this project: Vodafone Group
Read more information on essense.eu.

Vodafone Cloud & Message+ – Customer journey design

We were asked to assist with the exploration of Cloud sharing scenarios, which would accordingly be used to enrich Vodafone’s instant messaging app, Message+.

By analysing the earlier conducted market research, customer needs and industry examples, enabled us to cluster our insights to design principles. The according design principles were then used for the ideation phase, aligned with the strategy for Message+.

When communicating this strategy to the Vodafone stakeholders, several service design methods were used, e.g. a customer journey to stress Message+ as phone centric experience, mock ups of bus posters to translate findings to marketing propositions and sketched out scenarios enhanced with use cases to address the relevance for both Vodafone as well its customers.

Involved client for this project: Vodafone Group