You’ve carried out research and incorporated new insights into your customer journey. Ideally, you’d like to get started straight away – designing valuable solutions for your service or product. But there’s one very important step that comes first: prioritising.

Need help with prioritising?

Lia Bardoel — Lead Service Design & Innovatie

Send message via LinkedIn lia.bardoel@valsplat.nl

How does prioritising work?

Once you’ve carried out a study, you’ll end up with a whole host of customer insights. To identify where you can make the biggest impact, we prioritise them. This ensures you tackle the right problems and opportunities – rather than just the first idea that springs to mind.

Creating the Customer Journey

Our researchers map out the various phases of the customer journey. We talk to experts within your organization, we sift through previous research, and we conduct Exploratory Research with your customers to gather new insights. We look at needs, frustrations, and associated opportunities. We bring all of this together in a single overview: your Customer Journey. It is a living document. It can be continuously supplemented or updated from various angles within the organization.
Applying the Customer Journey

Once you have a Customer Journey in place, the question is: how do you manage it? How do you bring it to life? We help you integrate your customer journey into your organization. We show you how to use it during prioritization. We brainstorm potential solutions and new concepts. And we can test those for you as well.
The Customer Journey at the highest level

The insights from a Customer Journey are not only relevant for UX teams or teams working digitally. It can help your entire organization think in a more customer-centric way. If you work for a large organization, we can develop a journey that all teams work within—a journey where all products and services converge. This ensures that not only designers, but also those determining the vision or strategy, understand what customer needs exist and can base their choices on them.
A final check

The focus is on customer needs. But we also look at the business case and technical feasibility. We bring all three together and then determine which opportunities deserve our focus. From there, your entire organization can start making customer-centric decisions.

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 insights from us. We’ll work with you to consider how to apply the findings 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 conducted research for just about every major player in the Dutch market that takes digital seriously. You’ll reap the benefits of that accumulated knowledge.