Innovate & transform successfully through
We support your customer-centred efforts, from insights to a strategic program, to create short term impact and long term value.

Create short-term impact
and long-term value.

Map of our main services.

Do it the right way. We support your customer-centered efforts.

U.sentric provided EPSO with three reports: Usability and accessibility review, Usability report and Usability and accessibility guidelines. All reports were useful and contained important information, which will help in the improving EPSO’s website.

Usability & UX
Kristina-Antigoni Elefterie
Kristina-Antigoni Elefterie
Project Manager - Webmaster-Editor, Web Coordinator, Social Media Manager

The focus was on process optimization to ensure that an improvement of the existing application will benefit account managers as well as the citizens as much as possible.

Process Optimization
Prototype Building & Testing
Customer-Centricity Maturity Audit (CCMA)
Jef Van der Wee
Jef Van der Wee
Afdelingshoofd Algemene Diensten DWSE

U.sentric is very good at conducting thorough research into the actual needs of users and involves them and other stakeholders intensively throughout the entire process. They always strive for the best feasible approach for us as a customer.

Customer Insights & Research
Customer-Centered Transformations
Usability & UX
Johan Tas
Johan Tas
Design Team Lead

U.sentric supported us on a strategic level and successfully identified the needs and opportunities for the UX Centre-of-Excellence, its formalisation, governance, communication and activities towards different stakeholders in Elia Group.

Embedding UX (UX Office)
Customer Strategy
Olivier Danvin
Olivier Danvin
IT Digital Manager

Learn the ins & outs of our service offering.

Helping you think outside-in

Differentiate your organization in the eyes of your customer

Through customer understanding, we help leaders craft successful strategies that align people, processes, and solutions with customer needs and requirements. The goal of these strategies is to create sustainable advantages and differentiations that will reduce churn and increase customer willingness to pay.

Example Challenge

The department of Work and Social Economy asked us to help them define a customer-centered strategy to align the way different parts of the organization work. This resulted in a customer-centered strategy crafted with all internal stakeholders and based on customer insights. This strategy was used to define projects to improve the customer experience.

Create solutions your customers want

We help you reduce the inherent risk to innovating by understanding your customers and their needs. Through Human-Centered design techniques, we enable you to create and improve solutions in a shorter amount of time and with higher chances of success.

Example Challenge

Medec asked for our help to create a modern anesthesia machine that was different from what was on the market. Based on our observations of what anesthesiologists actually do and need in the operating room, we helped create the blueprint of the Caelus, a machine adapted to the needs of the HCP.

Create more value with your processes

Every process has a recipient, and if that recipient is a customer, it’s important to understand what they value and why. We help you understand what your customers expect, and support you to adapt the processes accordingly.

Example Challenge

NICC asked for our support to guide their digital transformation effort from a user perspective. This resulted in a digital transformation that is making technology work for the forensic teams, rather than them having to adapt to the technology.

Build the right solution the right way

Development can rapidly spin out of control if there is no constant feedback from the customer. We help you keep an eye on the customer or user’s requirements to ensure development stays on track and problems are addressed immediately, and not when launched.

Example Challenge

Niko asked our support to ensure the successful launch of a new solution for a specific target group. We helped create both offline and online manuals, tailored to and tested with the target group, to ensure the highest possible customer satisfaction.

Build a UX office or center of excellence

User Experience is a way to ensure digital solutions are both usable and enjoyable at the same time. We support you in embedding UX in the current development processes in your organization.

Example Challenge

Elia asked us to help them embed UX in their structure and development processes. Together we created a clear roadmap on how to achieve this and the foundational elements required to kickstart the team’s growth, such as communal tools, techniques, and methods.

Measure your efforts. How customer-centered is your organization?

Our Customer-Centricity Maturity Model ® analyzes your organization on five essential dimensions: Leadership, Process, Resources, Culture, and Structure.

The Customer-Centered Maturity Model (CCMM) is an in-house developed tool that examines how customer-centered your organization is. The model and accompanying assessment analyze the organization on 5 important organizational dimensions: Leadership, Process, Resources, Culture, and Structure.

The model aligns these 5 dimensions with the requirements of your customers, which allows you to understand if and how you can differentiate yourself through a customer-centric market approach.

The model and assessment provide your business with an unbiased foundation to prioritize efforts, effectively allocate resources, and align stakeholders.

An example the CCMM assessment results by using a radarplot.

Latest insights

More than 15 years of expertise


Improving The Usability Of The Universal Remote Control

The first use set up for the new universal remote control lead to frustrations, the need for additional Call Center support, an increased number of returned products and a negative impact on the brand image.

By performing both qualitatieve and quantitative research on a representative sample of customer, we helped PHILIPS improve  their first use set up for universal remote controls for television, inceasing customer satisfaction tremendously.

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