Case Study: VGZ's Service Design Transformation
Agency
Brand
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VGZ faced challenges in operationalizing their customer-centric service innovation framework, requiring proof of value for employees. Koos supported this by developing a programme, starting with small projects and gradually involving more teams. The initiative led to a 13% increase in company-wide NPS and 68 employees trained through 5 Service Design Masterclasses. Key outcomes included 11 Service Design projects, 10 new customer journeys, and 6 Design Sprints. By aligning teams with the new organizational structure, VGZ successfully validated the value of Service Design, demonstrating its impact on customer satisfaction and operational efficiency.
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Published around:
October 7, 2024
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Added to Agency Inside:
March 24, 2026
