Journey Management
Details
ABOUT THIS EVENT
Join the SDN Netherlands Chapter for an evening focused on journey management. We'll explore how it can help organisations in making better decisions, what it actually means in practice and what and who you need to implement it and make it work. Four great speakers, from freelance, consultancy and organisations, will share their experiences, followed by discussion and networking.
SPEAKERS
Jan Willem Franken - PlingPlingPling Service Design
Jan Willem helps governments and public institutions improve their services in a practical, hands-on way. He believes real change happens by doing, with clear language and accessible methods so everyone can take part. He has worked with IND, Justis, the Dutch Journalism Fund, and the Ministry of Foreign Affairs to bring design methods into daily workflows and strengthen journey management.
Niels Corsten - Deloitte Digital
Niels is Senior Manager Service Design, CX & Journey Management at Deloitte Digital, where he leads the practice on Service Design and CX Transformation within the Customer Strategy & Design team. Next to designing services, he helps organisations to build the conditions for great customer experience to happen. From building customer-centric operating models to service design capabilities and implementing journey management practices, Niels is doing his best to maximize the impact for customers and users alike.
Isabelle van der Krogt - Albert Heijn
Isabelle is a UX Researcher and Journey Manager at Albert Heijn. Over the past years, she has been shaping and growing Journey Management within the organization. Isabelle is continuously looking for ways to expand the strategic impact of UX Research, which led to her focus on Journey Management.
Jelle Ganzeveld - VGZ
Jelle is a Customer Experience expert at Coöperatie VGZ (health insurance company) with a passion for turning customer insights into meaningful change.
Drawing on experience in customer experience, service design, marketing, strategy and innovation, he helps organizations connect customer journeys, feedback and behavioral data to business decisions. At VGZ, Jelle focuses on making customer-centricity actionable by embedding journey management into daily ways of working, aligning teams around customer needs, and driving continuous improvement across journeys and touchpoints.
AGENDA
18:00 - Doors open
18:20 - Welcome
18:30 - Talks and Q&A
19:45 - Discussion, networking
20:30 - End
Snacks and drinks will be provided, in case of allergies, please leave a comment below.
Host: Keen Design - Utrecht
The event venue is kindly provided by Keen Design. At Keen Design, they believe that good design creates real value. With their Value Driven Design approach, they design digital products and services that add value for both users and organisations. Collaboration is in their DNA: through co-creation, they bring people, teams and perspectives together to translate complex challenges into smart, human-centred solutions. They're happy to open their doors to exchange knowledge and experiences, get inspired, and discover together how journey management helps organisations make better decisions and create more value.
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## MORE NEWS FROM THE SERVICE DESIGN NETWORK
The Service Design Network Netherlands Chapter is part of a global organization, the Service Design Network. There are many resources, events and training opportunities beyond our local events. We invite you to discover the benefits of joining the SDN as a member!
## Coming up in October: Service Design Global Conference!
This October, the SDN is bringing the international service design community to the Frankfurt RheinMain region for our flagship conference event.
The 3-day format starts on October 28 with workshops, followed by two full days of a brilliant program around the theme: “Beyond Boundaries: Enabling Solutions that Shape Tomorrow”.
Tickets are on sale now! Learn about the Conference Program and secure your seat here: www.servicedesignglobalconference.com/event-details/service-design-global-conference-2026
Use the code CHAPTERSDN for a 10% discount on both virtual and in-person tickets!
## Deepen your knowledge with the Masterclasses Series (starting 11 September)
Bringing together recognized experts, this 8-week online course is for experienced service designers looking to widen their horizons, advance their careers and increase their impact. This is the fifth edition of the SDN Academy's successful Professional Accreditation course.
Learn more and register on the SDN Academy website
## Gain an in-depth introduction to service design with the Service Design Foundations course (starting 9 September)
Previously named the 'Practitioner Curriculum', this 11-week online course mixes an engaging blend of theory and hands-on, practical learning to teach you the fundamentals of service design. Successful completion delivers Practitioner Accreditation from the SDN Academy.