Internal customer profile platform for Rijksdienst voor Ondernemend Nederland
Year:
2022-2023
Timeframe:
1 year
Tools:
Figma
My role:
UX Design + Research
Role & approach
This project focused on the design and improvement of an internal customer profile platform for contact center employees at RVO. I worked as UX designer in close collaboration with a client-side DevOps team, embedding UX design within an existing technical landscape. My role combined research, facilitation, and interaction design, with a strong emphasis on co-creation and continuous validation with end users.
Problem
Customer service employees relied on multiple platforms and data sources to support customer contact. Customer information, documentation, and case data were scattered across systems, making it inefficient to find the right information once contact had been made. This fragmentation increased cognitive load, extended handling time, and led to inconsistencies in service delivery.
Solution
A consolidated customer profile platform that brings together relevant customer data, case information, and documentation from multiple sources into a single, coherent interface. The solution was designed to support fast orientation, confident decision-making, and consistent communication during customer interactions.
