Redesign of the customer journey of online orders via

Urgency and Goal

Blokker is working on a new strategy with a strong emphasis on agility and co-operation. In this new strategy, the physical stores and online website ( deliver a mutual effort to make a difference for their customers. The main goal is to optimalize internal processes around the customer journey. With the purpose of making the experience of ordering as smooth as possible for the customers. The customer service department has set itself the following challenge specifically: ‘’How can we improve the deliveries and returns of garden articles to maximize our customer service?’’.  

Our Approach

Blokker partnered with Bliss to improve the customer experience for deliveries and returns of garden articles. And keep the customer service as a whole accesible and operational. To create lasting change through effective improvements and achieve results fast, Bliss organised a Design Sprint at Blokker. This Sprint was facilitated by Lize and Rogier, two experienced moderators. They functioned as a catalyst for creative initiatives and practical improvements to internal processes.

Wat is a Design Sprint?

A Design Sprint was conceived by IDEO in collaboration with Stanford University. Google Ventures has developed the methodology into a robust improvement process. This open source method enables teams and organizations to solve complex problems in 5 intensive working days.

Advantages of Design Sprint

  • We improve co-operation between different departments
  • We bring discipline to achieve team results
  • We facilitate ánd function as a substantive sparring partner
  • We can implement insights from the design sprint on short terms.


Thanks to the insights from the Design Sprint, Blokker was able to quickly implement a number of solutions to improve its customer experience. Six months after the Sprint. Blokker experiences a significant decrease in the number of questions related to garden articles to their customer service. In addition, the internal processing time of deliveries and returns has been advanced by making technical improvements. And coming to logistical agreements with PostNL. As a result, Blokker has more satisfied customers!

Want to read more? Customer driven improvement process at KPN