Developing customer experience and service design maturity for Vodafone Ziggo for various projects. Reducing return calls to the Vodafone Ziggo service desk and optimising the claims handling process. 

Applying design thinking and human-centered design to set up qualitative employee and customer research. With this data the customer needs were mapped, visually represented the customer journeys and drew up a service blueprint. 

This resulted in improved processes and customer experience. Facilitated workshops for developing new customer propositions, defining problems and validating assumptions.