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Some of my work that I can share:

Improving understandability and usability for four confederate permits

In rental-heavy areas, livability pressures have risen. To address this, permits for various situations were introduced in 2024, allowing landlords to rent homes under conditions. Initially, landlords had many questions about the permits and their coherence, and many applications were having errors.

By analyzing the intention of regulation, visitor behavior, questions, and internal work processes, we could clarify information on the website and application forms for each product and their coherence. The result reduced questions from landlords and increased application completeness and correctness.

Reducing incorrect manual requests for moves to Leiden

10% of move applications annually are manual PDFs, with 10% of these (around 200) containing errors. These errors require employees and the applicant to resolve, taking time and costing money.

I led a multidisciplinary team to analyze the application process, resulting in an as-is service blueprint. The following to-be blueprint lead to three key actions: updating the webpage to encourage digital applications, improving address datasets for digital applications, and redesigning the PDF form for understandability and less prone to errors.

This drastically reduced manual applications and errors, streamlining the process for both applicants and municipal service providers.

Alleviating a visit to the recycling center

Long queues, riots, traffic issues, and incorrect waste sorting resulted in operational difficulties at the recycling center, negative reviews by inhabitants, increasing costs and a negative effect on sustainability. In late 2022, an appointment system was introduced to address these problems.

As part of a multidisciplinary team, I gathered insights from users, systems data and experts to design solutions. I then implemented a data-informed decision-making process to measure the impact of the improvements we were creating.

Now, Google Reviews show that making appointments is a lot easier and visits to the recycling center are more personal and efficient.

Identifying improvements for the new municipality website

In developing Leiden's new municipal website, I led a study to identify accessibility, findability, and usability issues. The team used three methods to uncover issues on various levels: guerrilla testing with city hall visitors, qualitative research with seniors and people with disabilities, and an expert review by usability professionals. Issues were prioritized and quickly resolved or added to the development kanban board.

Empowering engineers of building management systems

Engineers of building management systems (BMS) face repetitive work and high cognitive loads. With a growing complexity of the domain, and fewer skilled engineers, this was becoming a problem for building automation companies. Priva decided to redesign their BMS engineering software to simplify and speed up the development process, especially for engineers with limited domain knowledge.

As the lead UX Designer, I researched user goals and behaviors, created customer journeys, established continuous research to quickly validate our ideas, and created responsive product designs from wireframes to development ready prototypes. This resulted in a completely new, but less complex and much faster workflow for all engineers.

Speeding up commissioning of building management systems

Commissioners of building management systems (BMS) deal with many small tasks with long waits, while fixing issues in the BMS software can be challenging. With a growing complexity of the domain, and fewer skilled engineers, this was becoming a problem for building automation companies. Priva aimed to streamline and add flexibility in the process.

After analyzing users’ workflows, I designed a new workflow and validated it. I then crafted a hybrid app that also supported for collaboration between commissioners and engineers. The resulting product made the commissioning process faster, more reliable, flexible, and easier for less skilled commissioners.

Consistent interactions in all products for multiple markets

With a growing portfolio of products, there was a need to make interactions between them consistent and to speed up development. I designed and documented several components and interaction patterns. I also contributed to those of other designers and supported development in realizing code-versions of the components.

Now, the Priva Design System is seen as an in-house service that is used by all developers working on cloud solutions. It gets the backing and support from managers and product owners.

Enabling tax advice opportunities for accountants

Customers of tax SAAS Nextens are shifting from tax filing to advisory services. Nextens wanted to support their users in signaling advice opportunities by visualizing year-on-year changes in clients’ tax data.

I set up a continuous triangular user research process, facilitated data-visualization co-creation workshops, and designed interactive dashboards to tell the story of the client. Collaborating with a visual designer, we optimized dashboards for the visually impaired and aligned them with the new Nextens style guide. After alpha- and beta- releases in which further feedback was gathered and improvements were made, the result is a valued expansion of the Nextens suite.

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About me

I am a UX researcher & designer for social and environmental impact

I support social enterprises and public service organizations to create a better world through a user-centered design approach.

I do this by developing an understanding of your target group by user research, translating your vision into compelling concepts, designing intuitive (web)apps, and supporting your product development strategy.

This creates meaningful (digital) interactions with your users, decreases support costs and increases customer satisfaction, which result in a valuable competitive advantage and increased market share.