Dit is hoe de online klantreis van KPN eruit hoort te zien.
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About the project
KPN is the leading telecommunications and ICT service provider in the Netherlands, connecting millions of consumers and businesses daily with state-of-the-art broadband and mobile ecosystems.
We streamlined the digital customer journey across MijnKPN, mobile connectivity, and self-service portals. The new architecture empowers customers to manage multi-service bundles, activate upgrades, and troubleshoot connections in real time without friction.
Trusted by millions of active Dutch households
Increase in digital self-service task completions
Reduction in routine customer support inquiries
Want to discuss your product vision with our team?
Challenge
KPN's platform removed communication friction with automated workflows and real-time connectivity controls, but needed a cleaner digital customer journey to match its scale and ambition.
We restructured multi-tier subscription funnels, transparent service management, and a high-performance design system to empower customers across mobile and broadband.
Process
We structured a rapid iterative design lifecycle: deep user journey research, wireframe prototyping, component tokenization, and end-to-end user testing.
By embedding cross-functional sprints with engineers and product owners, we translated design into production-ready code with complete brand fidelity.
Branding
Most telecom platforms feel interchangeable behind their features, so we redefined KPN's positioning, voice, and visual language, shaping a modern, human-centred identity that enables it to scale seamlessly across all touchpoints.
We conducted in-depth research and a live strategy workshop to define KPN's positioning, archetype, tone of voice, and differentiation. The goal was to move away from cold conventions toward a more human, growth-oriented digital identity.
Exploration of visual directions, typographic scale, color harmonies, and modular UI patterns engineered to scale seamlessly across web, app, and store portals.
Refinement of core brand symbols, pixel-perfect icon sets, and vector assets optimized for crisp readability on high-density displays.
Complete documentation of reusable UI components, accessibility guidelines (WCAG), motion design tokens, and engineering handoff rules.
Ready to create your next digital milestone?
Let's blend strategy, design, and code into a seamless product experience that elevates your brand.
