Empathic Solutions for KPN Defaulters
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KPN's financially struggling customers were deeply interviewed to uncover their unique needs and behaviors. Koos developed need-based personas and prototyped service concepts that addressed their challenges, leading to a redesigned process and new tools like a debt repayment app and customer service specialization. These innovations enhanced KPN's empathic approach, offering tailored solutions and improved communication. The project transformed KPN's customer experience by prioritizing understanding and support for those facing financial difficulties.
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Original write-up, full visuals, full context.
Published around:
October 7, 2024
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Added to Agency Inside:
March 24, 2026
