Process Optimization

Craft cost-efficient processes that deliver value

A process is only valuable when it provides value for the receiving party.

In order to create value, we need to understand the recipient and the stakeholder of the process. Many processes grow from historical ways of working in combination with technological advances. The result of which isn't always low cost and high value.

Through the application of Human-Centered design methodologies, we help organizations understand what the recipient expects from the process, and the actions performed by the current stakeholders.

Next, through participatory design we create an ideal process that reduces the amount of waste in the process while maximizing the value for the (internal or external) recipient.


The national institute of criminology and criminalistics worked with u.sentric to document their current processes from a real-life user point of view. By doing this the organization understood how to apply technology in meaningful ways to create value.                                  The outcome was a deep understanding of what the new processes would need to be,                                  based on (internal and external) stakeholder context, needs, desires, and requirements.                                  These insights were the foundation for the digital transformation and a new forensic tool                                  the NICC is currently developing.

EPSO worked with u.sentric to analyze the recruitment process of the European Commission. As this is a lengthy and complex procedure u.sentric worked with stakeholders and candidates to analyze the current process and map what the future employees experience should look like. The outcomes were several customer journeys, personas, a value stream map, and a concept for a digital portal that was supported by and created with all stakeholders involved.

Our approach

1. Tailored to your project

There is no one-size-fits-all approach, because all organizations, customers, and challenges are unique. The approach and creative method we use depends on whether the focus is on users, experts, or internal stakeholders. We align with you on tools, techniques, participants, location, and timing.

2. Rooted in understanding

We don't assume to know your problem, but we do know how to understand it thoroughly. We observe, explore, and interact with your customer, user, or stakeholder to provide you with advice-based on facts and real-life experiences.

3. Broad experiences & expertise

Your challenges deserve the best. We have a multidisciplinary team with strong roots in human-centered design and extensive experiences in different fields with organizations both large and small.