Once you’ve set your priorities following your research, you’ll understand where the biggest opportunities lie and which insights you need to focus on. But then the question is: how do you ensure that everyone in your organisation actually uses those opportunities and insights to make decisions?

That’s where we can help. We set up tools that fit your way of working. We organise the processes around them. So that everyone in your organisation understands how to use customer insights.

Would you like to discuss customer-focused decision-making some more?

Lia Bardoel — Lead Service Design & Innovatie

Send message via LinkedIn lia.bardoel@valsplat.nl

We’re creating a central hub

You want your insights to end up somewhere – in one central place – so that everyone can work with them. It’s simply a matter of choosing the right tool and then setting it up properly.

Select tooling

A tool must make insights accessible in a way that suits your organization. We help you with that. Whether you are just starting with customer journeys or are already somewhat more UX mature. Whether you have big ambitions or want to start small. From TheyDo to a physical customer journey on the wall. From Miro to FigJam. We choose a tool that fits your way of working.
Setting up tooling

We ensure that your tool actually works. That your customer journey becomes highly transparent. We configure it to help you prioritize opportunities and insights. We link metrics to qualitative and quantitative research. As a result, customer insights are directly linked to customer satisfaction. This gives it a greater impact on strategy, making it impossible to ignore.

We’ll get your organisation up and running

The success of your tool depends on the collaboration, prioritisation and decision-making you organise around it. After all, your tool is never just a tool – it’s a way of working. Different teams need to start using it. To ensure everyone is on the same page, two things are crucial:

Clear division of roles

Often, teams are only responsible for a part of the customer journey. There are many 'co-owners'. Think of designers who use insights to develop features; colleagues who supplement the customer journey or use it as a source of information, such as the helpdesk or sales; or C-level executives or managers who make decisions at a tactical and strategic level. That is why we appoint a journey owner: someone who can prioritize and decide on strategy across the various teams or silos.
A fixed meeting rhythm

We schedule fixed times when you discuss signals from the journey, make choices, and implement improvements. We do this at various levels within the organization, from the product team to marketing to strategy.

Would you like to read more about making the transition to a customer-focused organisation?

What you can expect from us

We’ve been conducting research for over 20 years. Here’s what you can expect from us when we work together:

Experienced researchers who’ll guide your team. We’ve been conducting customer research ever since we started Valsplat in 2000. It’s in our DNA. It’s the foundation of everything we do.
A strategic perspective. You’ll get more than just a set of insights from us. We’ll work with you to consider how to apply them and what the next steps should be. We’ll ensure that all teams within your organisation can put them into practice.
Over the past 20 years, we’ve carried out research for just about every major player in the Dutch market that takes digital seriously. You’ll reap the benefits of that accumulated knowledge.