Company

Nederlandse Spoorwegen (Dutch Railways)

Date

December 2018 - July 2019

Category

Service Design

Between my bachelor's and master's, I did an internship at the Customer Experience team of the Dutch Railways (Nederlandse Spoorwegen - NS). During my time at NS, I have cooperated in two of their design sprints. A design sprint brings together a multidisciplinary team that maps the customer journey and develops concepts to improve this journey on one week's notice. One of the design sprints I have worked on was about the lost&found process at NS, in which we have re-designed the entire journey for both employees and customers. The other sprint was about the subscription flow, wherein we improved information provision and designed a tool to help customers choose the subscription that suits them.

Single Project


Apart from that, I have worked on hospitality as part of the customer experience. Human contact becomes more valuable in a digital world, so the customer experience team focuses on hospitality. Together with a colleague, an expert in behavioural change, I have developed tools to enable behavioural change towards a more hospitable NS. Moreover, we have developed a vision for digital support to public transport staff to allow them to be the ultimate host of NS.