De Alliantie
Improving the user experience of tennents and customer service
De Alliantie
Improving the user experience of tennents and customer service
The Alliantie is always committed to improving tenant satisfaction on all levels.
Customer service plays a crucial role in this process. To optimize it, all touchpoints — such as the website, the personal tenant portal, and the CRM system — needed to be aligned. To achieve this, user testing and interviews were conducted.
This required a cross-team approach and a 360 degree view to ensure seamless collaboration and effectiveness. I was part of multiple teams to bring everything together.
Client
Service
Product
Duration
de Alliantie
Agile / scrum method
UX Consultancy & Design
Interaction design
User interface design
Interactive prototypes
User testing
Responsive website
Website, MY account, CRM
3,5 years
Everyone who wants to immigrate to the Netherlands or needs a working permit has to go through the IND. The IND strives to help and support the applicants for an asylum or working permit as good as possible with their digital services. One of them is the ‘My account’ where applicants can see apply for their asylum of permit and condult their status.
The realisation of this platform was a very complex process, because there are a lots of possibilities and exceptions to make the right desicions. There are also a lot of asylum seekers who have only a little knowlege how to use digital services.
To make sure that we can serve as much immigrants as possible we tested the new platform on the counters of the IND to optimize the final result.
Client
Service
Service
IND
Workshops / Interviews
Agile / scrum method
User Experience Design
Agile / scrum method
User Experience Design
Interaction design
User interface design
Interactive prototypes
User testing
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