When the partnership becomes the journey: Helping sales managers to become more customer-centric through a relational approach

The value of customer relationships appears to be a hot topic at the moment as companies need to move from competition to collaboration, or how I will largely refer to: from transactional to relational. However, the value which current customer relationships generate is far from the claimed collaboration. For many years, transactional...

MoneyMaster. A customer-driven Open Banking service

This thesis represents the result of a graduation project for the master programme Strategic Project Design of Delft University of Technology, carried out in collaboration with INNOPAY. The approach that is used to successfully complete the graduation project, is based on the Double Diamond model. According to the conducted iterative design...

A strategic roadmap for DHL towards a sustainable last mile delivery solution for cities in 2030: A customer centred design approach for a last-mile delivery solution in 2030

The e-commerce market is growing rapidly in the last decade. The growth of this industry is causing several challenges. These include a larger number of parcels delivered at service points and the CO2 emitted in the parcel delivery. Especially the last mile delivery is a CO2 intensive process. The sector is innovating to reduce their emissions,...

A transfer in international train travel: Enhancing passenger comfort while changing trains during cross-border travel

This graduation report was commissioned by NS International to determine the wants and needs of travellers while travelling internationally by train, but also to identify the barriers which prevent travellers from actually using the train for cross-border travel in order to design a service proposition. This proposition will contribute to a...