Senior Service Designer & UX/UI Designer for complex ecosystems.
I combine systemic thinking with high-fidelity craftsmanship. From orchestrating backstage processes to designing accessible, AI-ready interfaces that users trust.
Service Blueprinting · Design Systems · UI Architecture · WCAG 2.1 · Journey Ops
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Strategy defined. Design delivered.
Service Strategy
(The Thinking)
Orchestrating the Ecosystem
I map end-to-end journeys to align user needs with business logic. I use Service Blueprints to expose technical constraints and organizational silos before design begins.
NPS Delta (Reimbursements)
−56 → +7 In 3 months post-launch
UX Architecture
User Effort (Authorization)
+8 NPS-d Reduced support demand
(The Structure)
Taming Complexity
I turn massive data sets and complex policies into intuitive interaction flows. I specialize in decision support systems where clarity and error prevention are critical.
Senior UI & Systems
(The Craft)
Scalable High-Fidelity Design
I don't just sketch; I build. I create robust Design Systems (Figma) and high-fidelity prototypes that are WCAG compliant, developer-ready, and aesthetically polished.
Measurable impact in complex environments
Accessibility Uplift
~+50% Score Compliance program (WCAG 2.1)
Selected Work
(Orchestrating Change)
Each example is written NDA-safe: problem, my role, outcomes, and key decisions.
Problem: Desk/competitive research was slow to triage and hard to keep evidence traceable.
Role: UX lead for the workflow (prompt structure, output template, quality checks).
Outcome: Faster, more consistent research synthesis with clearer evidence trails (augmentation, not replacement).
Constraint / decision: Reliability risk → enforce structure + sources + spot checks.
UX • AI/agents • Research ops • Microsoft Copilot
Problem: High user effort in a regulated healthcare authorization journey with handoff friction.
Role: Service/UX lead (journey management, blueprinting, conversational patterns, governance).
Outcome: Measurable effort reduction and improved experience (+8 NPS).
Constraint / decision: Multi-stakeholder process → blueprint backstage before UI patterns.
Healthcare • Journey ops • Service blueprint • Conversational patterns
Problem: Insurer-driven structure and terminology caused cognitive mismatch (NPS −56).
Role: Lead UX/Service Designer + AI concept track (IA, terminology, prototyping, validation, alignment).
Outcome: NPS improved from −56 to +7 within 3 months, with reduced customer contact and an AI-ready structure.
Constraint / decision: AI trust varies → dual-mode interaction (click paths + AI support), not AI-only.
Healthcare • UX redesign • IA/terminology • Accessibility • AI-ready search
Raising the Bar on Design Quality
As a Lead & Senior, I ensure the gap between 'Concept' and 'Code' is closed. I facilitate Design QA, manage contribution to Design Systems, and coach teams on Accessibility standards. I believe good Service Design must result in excellent User Interface Design.
Kleine verbeteringen, groot effect
“Door kleine, gerichte verbeteringen te combineren met slimme technologie hebben we in korte tijd een groot verschil gemaakt voor zowel klant als organisatie.”
Quick Facts
Location: Netherlands (Utrecht area) • Remote/hybrid possible (role-dependent)
Focus: ux design • ux research • journey ops • service blueprinting • IA/terminology • AI ready interfaces • accessibility
Collaboration: workshops • alignment with stakeholders • governance/DesignOps
Domains: insurance/healthcare/public/telecom/retail • enterprise portals • international programs
Tools: Figma • TheyDo • Miro/FigJam • GA/Clarity/PowerBI • WCAG • Jira