Redesigning Client Acquisition through Experience

This report describes the process and outcomes of a graduation project for the MSc program Strategic Product Design. The client organization in this project is Innovation Booster (IB). IB, founded in 2012 and located in Amsterdam, is specialized in innovation services. IB is active in segments characterized by traditional and complex...

Delivering B2B experiences that make Exact stand out: A participatory learning approach to Customer Journey Management

As the B2B environment of the Software as a Service (SaaS) industry is changing more rapidly than ever, Exact needs to constantly adapt to these changes and accommodate to the increasingly complex needs and wishes of their customers. Designing a good customer experience is vital in ensuring a sustainable competitive advantage for Exact. In order...

A guide for sharing proactive and feed-forward information with airline passengers during a disruption

This master thesis report is the culmination of six months of collaboration between TU Delft and KLM Royal Dutch Airlines. The aim of the project is to investigate ways by which KLM can change the perception of passengers during a disruption event such as flight delays, cancellations, and missed connections. In order to accomplish this, the...

Efteling: Innovative, while authentic and customer centric

There is a shift to the experience economy. Customers are increasingly craving unique experiences and authentic brands; brands that are real, sincere. Additionally, technological developments are booming and can help enhance these customer experience. Efteling employees have lots of ideas to innovate technically. This master thesis explores how...

Redesigning the customer experience in the OV Service & Tickets shop

This project was executed for NS (Nederlandse Spoorwegen). Research was done to discover what kind of travellers visit the OV Service & Tickets shop and why they visit the shop. The OV Service & Tickets shop is a shop which can be found on ten (bigger) train stations in the Netherlands. For example in The Hague. NS provides service in...

Design Thinking at KPMG: Introducing a toolkit for the proposal development process

Some consultants within KPMG advisory feel like the services that KPMG advisory generates for its clients, could be improved. They see a potential solution within the application of design activities related to design paradigms such as user experience and customer experience. However several hurdles are experienced within the introduction of...

The process of making historical buildings sustainable: A design of new touch points that increase the service quality of De Groene Grachten and support in building a long term relationship with the customer

Climate changes urges the design of historical buildings to become sustainable. DGG’s mission is to lower CO2 impact of historical buildings. Currently, DGG has no structured approach to keep in touch with their customers after delivering their service and experience a loss in contact. DGG wants to build a long term relationship with their...

HEMA Next Generation: Designing a shopping ritual for the optimal customer experience

Guidelines for translating relevant zones in the HEMA stores into rituals, based on qualitative and literature research. Elaborated design of a ritual for the relevant zone in the HEMA stores, based on customer insights. The project set-up consists of an analysis phase, a research phase and a generation phase. Research in collaboration with the...

Consultancy+: the integrated training programme on customer experience innovation for organisations in transition

On the present day, corporate organisations want to change their product-focussed approach towards a customer experience focussed approach. This human- centred approach to innovation is called CX Innovation. CX Innovation gives corporate organisations a competitive advantage, but they struggle to implement CX Innovation in their organisation....

Patient journey mapping, a consulting service for Capgemini Consulting

CONTEXT & GOAL OF THE PROJECT This graduation project was done in collaboration with Capgemini, one of the biggest organizations in the field of management consultancy and information and communication technology. More specifically, the project was done for the Dutch consulting groups ‘Public & Health’, and ‘Digital Customer Experience’ (DCX)....

On- and offline retail channel integration strategy for Scotch & Soda B.V.

To date, the 120 official Scotch & Soda stores deliver a more engaging brand experience to the customer than the website. From the interior design to the trained store staff (supported by the Scotch Academy), customers can participate in and are exposed to an experience that is not currently being realized through the online channel. The retail...

A meaningful brand image and new customer experience for tap water consumers

This graduation report is about how the tap water company Oasen should deal with their household customers. The analysis focused on the company itself, external factors that play a role and the perception of customers. A strategy has been developed as well as a roadmap for implementing a new way of looking at customers resulting in a new...

Exploration of social customer relationship management in banking industry

The graduation project is under supervision of TU Delft and ABN AMRO N.V. with the objective to strengthen and further develop an exclusive online community for the Next Generation clients of ABN AMRO. The Next Generation clients are the children of ABN AMRO’s top segment clients whose investable assets are more than EUR 25 million. The key...

Small Railway Stations: A concept for improving passengers' travel experience and the stations' functionality

Introduction Most people prefer waiting at big railway stations above waiting at SRS's. While SRS's are the engine’s which feed passengers to the big railway stations, limited attention has been given to this important group of stations. Since a couple of years the focus points of the NS includes the improvement of SRS's, it is of importance to...