18 years of experience in the design and innovation world resulted in a method to build bridges between people, innovation and strategy. www.customersoulutions.com Update 2011: We completly revamped the presentation. Its been 3 years since the last update and as we evolve the methodology we needed this update also to relaunch our venture. The Schiphol Bagdrop Soulutions now will expand in another Row so we can tell the succes of this approach and its result is proven. Update December 2009: Recent I learned that the Schiphol project and my User Centric Innovation Methodology became the benchmark for Passenger Innovation on Airports. The SSDOP now turned into the bagdrop www.bagdrop.com and now Schiphol has several isles with 6 Bagdrops operational. A huge succesfull user centric accomplishment.

1. FROM THE ‘SOUL’: AUTHENTIC, MEMORABLE & ENGAGING

2. Who is CustomerSoulutions? Sharp observers Listeners Creative Design Thinkers Not smooth talkers Do, build, play, learn

3. We offer concept development of services, products and experiencesbasedon a ‘holistic’ customercentricapproach. Experiences Services Products

4. Fields of work CustomerExperience: Selfservice Omnichannel Mobile, context based Co-creation Industries: Retail Mobile Aviation Healthcare Technology: QR codes Mobile: UX, GPS + kompass, embeddedtechnology Internet of Things Web 2.0 Manufacturingtechnology

5. We buildbridges to innovate. emotional / social innovation Business (viable) People (desirable) process innovation functional innovation Innovation (feasable)

6. Putting the customer in the center of the innovation process.

8. The ‘soul’ of the company.

9. Social media research.

10. Company objectives.

11. Market dynamics.

12. Innovation factors.

14. Customer journey analisys.

15. Touchpoint and moment of thruthanalisys.

17. Make storyboards.

18. Fast prototyping, mock-up’s, working models, visuals or video’s.

19. Everything to make new designs tangable and testable.

21. Observe and interview testers.

22. Evaluate tests.

23. Improve the design and simulate, test and role play again.

25. Projectmanagement.