Discover cases tailored to your line of work

OK
Boxer
Nordea
Bonnier
Santander
Danske Bank
Matas
Legoland Billund
Velux
SKAT
Kunde og Co
Berendsen
Amnesty International
Nordisk Film Biografer
Alka
Oister

Get personalized cases based on your specific department. Learn what other companies did to achieve results and make their customers happy.

Grundfos
Danmarks Statistik
COOP
LEGO
Saxo Bank
Magnetix
Falck
Arla
Rejseplanen
Børsen
Magasin
Mobilepay
Nets
UCN – University College of Northern Denmark
Peak Performance
Aalborg Universitet
Dating.dk
Unicef
OK
Boxer
Nordea
Bonnier
Santander
Danske Bank
Matas
Legoland Billund
Velux
SKAT
Kunde og Co
Berendsen
Amnesty International
Nordisk Film Biografer
Alka
Oister
COOP
LEGO
Saxo Bank
Magnetix
Falck
Arla
Rejseplanen
Børsen
Magasin
Mobilepay
Nets
UCN – University College of Northern Denmark
Peak Performance
Aalborg Universitet
Dating.dk
Unicef
Previous Next

Get personalized cases based on your specific department. Learn what other companies did to achieve results and make their customers happy.

Berendsen involves customers across 5 markets

UserTribe has performed several behavioral customer sessions with Berendsen’s customers in UK, Sweden, Denmark, Germany and the Netherlands to test a prototype of a customer portal in the making. The results have been built into an updated prototype that is currently being tested.

“Instead of having all the internal discussions of what the customer wants – we just involve the customers.”

Background

Europe’s leading textile, hygiene and safety provider, Berendsen, is currently building a customer portal to cover all of their 16 markets and 6 business lines.

Challenge

The new portal will cover a broad range of target groups in regards to job titles, business lines and markets. To make sure that they launch and deliver the right solution for the market and their customers, Berendsen sought out UserTribe to find challenges and opportunities in a prototype of the new portal.

Method

After setting up a business case and KPIs, UserTribe created task designs and conducted behavioral customer sessions in UK, Sweden, Denmark, Germany and the Netherlands. Findings from the 25 think aloud-tests were processed by our customer insight specialists and gathered in a report together with advice for future actions.

Results

The behavioral insights and action points have been built into an updated prototype of the portal that UserTribe is currently re-testing with Berendsen’s customers. Berendsen now knows that they are on track with delivering the right value for their customers. Additionally, the tests also delivered some general insight into what customers think about Berendsen and their services.

Most importantly, though, the behavioral customer insights kill internal discussions and personal opinions. Instead of wasting time on discussing what the customer needs, the textile provider will from now on simply involve the customers. This frees up a big amount of internal process time and makes the decision-making process faster and more efficient.

Avoid failure in your projects and business.

70% of all projects fail because they are never tested on the target group and thus fail to target the right people.

I'm ready to involve my customers!