Customer Journey
Mapping target groups
We made the application procedure for a Studentenreisproduct simpler, more compact, and clearer. To do this, we aligned the website with the needs of each target group and the corresponding flow.
Studentenreisproduct
Helping students reach the right destination
By developing a new website for Studentenreisproduct, we helped students with clear information provision, including useful tools such as a login portal, prominently featured chatbot, and calendar module. Lisette and Sander from Studentenreisproduct tell you more about the collaboration!
WordPress website studentenreisproduct.nl
Pim, Wout, Marinka, Jeffrey, Paul, and Wob
worked on this project
Challenge
An update for the website with clearer information and less pressure on customer service.
Target group
Students (starting students, traveling students, international students).
Expertise
Relationship since
2020
Challenge
The challenge of Studentenreisproduct
Studentenreisproduct had problems providing starting, traveling, and international students with the right information to quickly apply for a student travel product.
The old site was not user-friendly, putting a lot of pressure on the helpdesk. Many questions came in about both the application and the validity of the Studentenreisproduct.
We had a website that was not positively rated by students, and it was unclear on the main page where students should go. The website was also very outdated, it hadn't changed in 10 years and needed a fresh coat of paint.
So Sander went looking for a company with a solution: "What really stood out with you was the creativity. I really missed that with the other parties we had invited; they came more with a website that I could have put together myself and didn't really have their own ideas. This just looked really fresh, and we were sold on that immediately. Then you came with a proposal and that was also interesting price-wise. The possibility of purchasing extensions (if needed) such as visuals and illustrations really appealed to us."
The deciding factor was that you understood us well and got the assignment. It was just clear what needed to be done and you came up with good ideas yourselves, not just what we had already thought of and put on paper.
Solutions
Our approach
When we started working for Studentenreisproduct, one of the biggest problems quickly came to light: the three different target groups (starting student, traveling student, and international student) each have their own flow, which wasn't taken into account in the original website design. We therefore looked extensively at the Customer Journey of the different users and incorporated this into the new design of the website.
The old website had become quite outdated, with far too many menu items and texts. These long texts were not read by students, making it difficult to find the right information. This resulted in calling customer service constantly. That had to change!
By clustering information more clearly and using short to-the-point texts, users can now absorb information faster. We also improved the chatbot and placed it more prominently on the website, increasing its usage by three to four times more. This saves many phone calls to customer service daily and helps visitors find information faster.
Another important component was rewriting the pages for SEO. This resulted in a ranking position increase of no less than 31.45%. The number of organic visitors increased by 29.3% in 12 months.
We also created a connection with DigiD and eIDAS for access to a personal secure customer environment. Here students can link their student travel product to a public transport chip card, manage reimbursement requests, and request a temporary student travel product if a card is lost or defective.
What really stood out with you was the creativity. I really missed that with other parties; they didn't really have their own ideas.
24/7 available
Chatbot integration
The chatbot is an important tool to provide Studentenreisproduct visitors with the right information on the most frequently asked questions. By adjusting the styling and placing the chatbot more prominently in view, it is used three to four times more. This saves many phone calls to customer service daily and helps visitors find information faster.
Clarity
Calendar integration
Many questions came in about the validity of week and weekend subscriptions. Previously, this was described in a long block of text that wasn't read, leading to a lot of pressure on the helpdesk. With a clear calendar, information provision has improved.
Review
Studentenreisproduct about the collaboration
"I feel that the current site works much better and that students can now find their way on the website and know where to go. That was really the most important starting point," says Sander. "I'm super positive about you, also regarding collaboration and communication, everything went well. Keep it up!"
Lisette is especially pleased with the new homepage: ''I really love the homepage. That's what we get the most comments about, that it's very attractive and different. People find it clear and can quickly find what they need. We haven't changed the website since Get Interactive worked on it, which says something of course."
Curious about Studentenreisproduct's new website? Check it out here!
Cases
Other work we're proud of
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