Using quantitative and qualitative customer research methods and data analysis, I provide holistic customer insight into the customer needs and preferences, all in the context of your service offering and channels along the customer journey. This enables me to facilitate prioritization of the identified opportunities and potential initiatives or solutions in co-creation with your team(s). I can deliver this in classic customer journey map, customer profiles or in a journey management tool that you use or want to start using.

A journey map (or customer journey) is a visualized summary of the customer experience with a specific product, service or touchpoint. As the term suggests, it shows 'the journey' a customer goes through when using your services. It often involves a scenario that tells the story (visually) and indicates customer behavior, an experience curve that indicates emotions and pain points for each step, summarized insights from user research, and lastly opportunities that show how frictions can be solved.

"The customer should always be the starting point to make sure you are working on the right things." My persona's is a ready-to-use deliverable that helps with developing your proposition and improving your service customer-centric. The persona's are clusters of the needs of your customers, created based on user research and data analysis. I prefer to call my persona's 'Need Based Profiles' because I analyze groups of customers based on their product or service needs and how they behave in their environment, instead of their demographics only. Need based profiles help to make strategic choices with the right insights. They make sure your product or service can be relevant for different type of users and situations.