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2025 / Randstad /

Initial Challenge:
To evaluate the current experience of sellers with the existing Sales Platform.
To understand how it fits into sellers current workflows.
To identify pain points, areas of immediate improvements and long-term strategy for this revamped experience.

The Method
We conducted a Critical User Journey Evaluation with a standardized Qualitative Evaluation Framework for evaluating the success of the pilots, launches and experiments.
– User Perception
– Journey Health

We ran 60 minute qualitative interviews sessions with 12 users (Future users, New Users,  Experienced Users, Creators)
– understand sellers current usage of CS Platform,
– guided goal-based journey and task walkthroughs,
– assessed perception and journey health comprehension, ease of use and pain points using the qualitative evaluation framework and the “think-aloud” protocol.

The Solution
This study directly influences the features and roadmap for 2026+

My Involvement:
Planed study, conducted, analysed and presented the results. 

Outcome:
Clear & Standard (safe choices)

  • Critical roadblocks
  • Customer Journey Issues & Prioritization Matrix
  • Journey Pain Point Backlog
  • Journey Problem Inventory
  • Customer Journey Findings & Severity Assessment
  • Journey Friction & Dependency Map
  • CX Issue Log with Severity & Priority
  • Journey Insights → Action Backlog

More Strategic / Executive-Friendly

  • Customer Journey Risk & Opportunity Assessment
  • Journey Blockers & Improvement Priorities
  • Customer Experience Gap Analysis / Missing Features
  • Journey Complexity & Dependency Assessment