“I am responsible for delivering the best possible product. And this behavioral customer involvement is a way to make sure that we actually meet the customers’ needs and that we have the right delivery at the end of the project.”
Berendsen is Europe’s leading textile provider, with 15,000 employees across 6 business lines and 16 countries throughout Europe. We met with Ulla Rixen, Group Project Manager at Berendsen, for a talk about their latest huge project: To build a customer portal to cover all of their 16 markets and 6 business lines.
Together with UserTribe, the textile provider ran several customer sessions in UK, Sweden, Denmark, Germany and the Netherlands. The behavioral insights from these sessions have been built into an updated prototype of the platform, that is now ready for another round of behavioral customer sessions.
“We will go for a large investment on this platform, so it is important for us to know that we launch and deliver the right solution for the market and for our customers”, says Ulla Rixen.