http://www.seanhangel.com/contact daily 0.75 2022-09-14 http://www.seanhangel.com/about daily 0.75 2022-09-14 https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1516312337810-YGV666YMR8OMJ58QFJV9/shot.jpg About - So about me Heres me, incidentally posing like Napoleon. https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1516312337810-YGV666YMR8OMJ58QFJV9/shot.jpg About - So about me Heres me, incidentally posing like Napoleon. http://www.seanhangel.com/contact-1 daily 0.75 2018-01-18 https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1430752034817-5OAKX4KB8AROPTX9RI78/DSC_0117+copy.jpg Copy of Contact http://www.seanhangel.com/about-1 daily 0.75 2018-01-18 https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1430752125672-DS8ZCQUUICN0UCBP5JJP/IMG_0415+copy.jpg Copy of About https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1430830904990-MMVIXANGKBA0J58Q03MX/spotify.png Copy of About https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1430831665946-0ZVDTQWAE03CYWG6NIEA/flickr.png Copy of About https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1430830905225-4R7L7FE0N5X7LMRXBB7I/thisismyjam.png Copy of About https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1430830905092-NZQ40ZL4OZHWR96CQM9Z/imdb.png Copy of About http://www.seanhangel.com/home daily 1.0 2026-10-20 http://www.seanhangel.com/home/lemon-r7rbk monthly 0.5 2026-10-20 https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1516542244815-MEK7FO1DW8ZAO5PLJIBE/logo.png Home - Lemon https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1516541694578-CC06MS0GYOXNX1H476U8/Screen+Shot+2018-01-21+at+14.31.38.png Home - Lemon - (re)search for insight (Copy) (re)search for insight There were well known problems on meta level with renting a house in Amsterdam. We conducted 14 interviews in with renters/house-seekers and house owners to dive in their pains and needs. We used Trello create an overview of all the results to search of insights and patterns. When we got enough insights in the problems from the side of the house seekers, we organised a crazy eight brainstorm session to gather ideas. Afterwards we put together a few concepts to rapidly test those on the target group. https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1516544124362-NI25AKAM5Z0Q7T2VQEXZ/Flowchart+Houzzzing.png Home - Lemon https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1516543513691-O7UHDTYNYCSQODT0AB1C/2.2+Chat+%3E+Salaris.png Home - Lemon - The first fail (Copy) The first fail In the first concept we wanted to cut the broker out of the renting process between the renter and the owner. On the platform you could upload a copy of your identification and salary slips. We could then verify renters and provide trustworthy renters to trustworthy owners. We designed a few screens quickly with a generic style to be able to test the concept on the target group. We did so by giving them a scenario to click through the registration process and ask them to talk out loud. The result? Even though the target group was desperate to find a house, they weren't willing to just give up their salary slips and identification to a platform they don't know. They would only do it if their friends recommended the platform to them for example. https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1516544357125-9HBRIN8RHPWE8QM19Z4H/flow.png Home - Lemon - The webapp Lemon (Copy) The webapp Lemon After testing we had changed the concept to liking and needs of the users. This resulted in the screens below. https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1516823294169-N4C8S65X7XQ1W16O0HD5/schermen+1x.png Home - Lemon http://www.seanhangel.com/home/healthy-workers-szts4 monthly 0.5 2026-10-20 https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1516310237619-GVTI07K4IGGNALNV0GIP/Group+2.png Home - Healthy Workers https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1516314222908-GWH8F0WH5P918IIVJYF2/Image+uploaded+from+iOS+%281%29+%281%29+copy.jpg Home - Healthy Workers - No service without storytelling (Copy) No service without storytelling HW measures the employee-wellbeing through surveys, so the success of the service relies heavily on user input. This means that the moments the product has contact with the user have to be near-perfect. The form of contact was mainly through mail and product copy and therefore HW's tone of voice and storytelling capacity were very important. Back then, the length of their service took 13 weeks. So I had to think about when the contact moments are with the users, what we are telling them, how we tell that and especially how they will probably feel when that happens. This is (quickly) sketched out in the image below, there are the moments of contact and how the users feel when those contact moments happen. https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1516478599014-YWGPT3IVNERHDJMULKG9/Group+7.png Home - Healthy Workers - Finding the voice (Copy) Finding the voice When the users start using the product, the relationship is still non-existent and thus the first impression really counts. In the surveys HW asks some personal information from the users, so the voice has to account and reassure the fragile trust the users have from the start. Since the product is used for 13 weeks, we can build a relationship over time, and with changing relationships the tone shifts as well. We started out with these characteristics. - Lively - You want to bring change and an alive character to the users - Enthusiastic - It's good to approach users with good energy and communicate in positive words (happy little treest) - Curious - The product needs to knowΩ information of the user so it should be curious in a friendly and unobtrusive way - Humble - Since the product is new to the user, it should present itself humble to get to know the user - Trustworthy - Always tell what we do with the information of the user and show that we are consistent with the users privacy. Later in journey the tone shifts to more - Caring - Since the user is giving information to Healthy Workers, the tone should care more and more about that data - Subversive - The product now shows that the user that HW is different from others by making jokes when appropriate and giving users a smile. https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1516481948637-RA5ZOK8VB33QJ3A140BS/0sketch+plant.png Home - Healthy Workers - There is no i in team (Copy) There is no i in team Together with talented colleagues at Fonk we designed the navigation, interaction and concept of the Employee Companion (the employee interface). This was a process of working closely together with Oskar Smith (User interface designer), Erick de Jong (Art Direction) and Jasper Bunschoten (UX designer). These are the sketches that made it through and became the designs you can see in the images above. https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1516482408818-C9Q4NMHGH8TD2UZN5W8K/EMC+Onboarding.png Home - Healthy Workers - All hail, the fail (Copy) All hail, the fail While using the product we gathered as much feedback as possible from the users. We did this by analysing our quantitative data from Google Analytics combined with interviews from one of us who goes by the client. We discovered that the onboarding of the product didn't fit the needs of the users at all. This made them hesitant to give Healthy Workers their data and gave off a signal of distrustfulness. Together with Pim Jenniskens (UX designer) and Daan Rongen (UX designer) that was the first problem we needed to solve. https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1516482704199-B2UWHWTY7Y13ZCTZ7M5O/HW+-+Onboarding+employee+%281%29.png Home - Healthy Workers - Put yourself in their shoes (Copy) Put yourself in their shoes We had to compile our user research to something we can work with. We chose to use an empathy map because the users are really diverse (demographics, interests, etc), but in terms of what they need on their work it's mostly the same. When we got this in place, we did some crazy eight brainstorm sessions to think of new ideas that could fit inside the new onboarding flow and fit the needs of the users. That resulted in the redesigned onboarding flow in the image below. For further information on Healthy Workers. You can visit their website http://www.seanhangel.com/home/projectal-ag4hx monthly 0.5 2026-10-20 https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1516483364264-PLO7KVAQARAPQH5RUJJY/Google-Sprint.jpg Home - Workshops - Mapping session (Copy) Mapping session When the preparations are in order, the first step of Sprint is the mapping session. Together with a big group of the client we conducted a mapping session to get to know the product. This was done in 2 different groups of each 10 people. The product was about the form a seller fills in when leasing out a vehicle to a client. We identified the pain points, needs and how the product worked. As you can see in the images below, this was a long session and a huge product. https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1516484050460-VK2JBYD52SKHNBEDMPSJ/mappingsession1.png Home - Workshops https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1516484046279-WIUQTC6ASTXD2NUBLJXU/mappingsession2.png Home - Workshops - Let the design start (Copy) Let the design start Afterwards we started to digitalise this in Trello to create clarity. There were clear painpoints for the employee and the user side of the corporate. By re-ordering the flow in Trello we redesigned the flow of the product and this was a first step for the improvements. We chopped up the issues and the product owner prioritised them. Afterwards we started out with weekly sprints to sketch, design and test the solutions to the issues. This process took 2 months to push the biggest issues from prototype to production. http://www.seanhangel.com/home/elke-6l32b monthly 0.5 2026-10-20 https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1582470499342-XKH6GLNQ4FQBOZ9CCX5Q/Group+11.png Home - Elke - What seems to be the problem? (Copy) What seems to be the problem? In the Netherlands it can be very busy for customers at the pharmacy with lines of 20 minutes or more. When ordering products at the pharmacy there could be a tape that answers instead of a human. The tape then asked you to clearly say who you are and what you want. You then hang up and have no idea if it’s ordered and when it will arrive. That problem is equally annoying for the pharmacist, as they are incredibly busy and every moment that can be won by a user ordering and delivering products is great. https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1582475386858-KNWHV07CXAY3TKO31Y23/Group+22.png Home - Elke - Getting acquainted first (Copy) Getting acquainted first To start this off me and another UX designer did three weeks of research. During those three weeks we interviewed 6 people of the target group and 6 pharmacists to understand what their needs and pain points were. We analysed the research by putting it all the interesting output and quotes together in a Trello board. Out of those findings we created persona’s and customer journeys for the customer and the pharmacist. We shared our research findings with the stakeholders and organised a value proposition workshop for them. Together we created a concept with the results of the workshop and turned that into a prototype. We invited 6 people that are in our target group for a test and asked questions while they tried out the prototype to understand if they would use it. https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1582665685948-LX0UJ85L7UY1LG06PD91/mobile.png Home - Elke - Trust the process (Copy) Trust the process This project was a result of 1 visual designer, three developers, 1 scrum master, 1 product owner and me as UX designer working together on one location. Nowadays everybody claims to work with the scrum method, but do they really? This was for me the first project to work as much scrum as possible together with development side by side week after week. The design was always 1 sprint ahead of development so we could think the designs through and document them for development. We did all of the scrum ceremonies and this process worked perfectly for this project. All the problems in sprints were addressed quickly, the review moments for design and development were perfect for getting feedback early on and working together with development was a breeze (it helps a ton if they sit next to you of course). https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1582472413992-RNV347JQBEI6IEVGCQC7/Screenshot+2020-02-17+at+14.20.34+%2B+Screenshot+2020-02-17+at+14.22.35+%2B+Screenshot+2020-02-17+at+14.20.21+%2B+Screenshot+2020-02-17+at+14.20.53+Mask.png Home - Elke - Designing for the elder should be the norm (Copy) Designing for the elder should be the norm The starting product of Elke are incontinence products, thus the starting target group is anyone who needs incontinence products. While everyone can have incontinence problems, from the age of 60+ more and more people start to have those problems. That group is nowadays considered to being digital immigrant, everything related to digital is a language they have to put effort in to learn. So in other words, designing a website where they could order their incontinence products was going to be a challenge. To design for the target group I had to research what becomes troublesome for digital interactions when people get old. Coincidentally Don Norman wrote a piece about how he is horrified with by the design choices made today that have little to no regard for the elder and less tech-savvy people. I think he is right, we should take a more inclusive approach in design and include edge cases as requirements when designing. To take a lot of the issues the target group faces into consideration, I had to go far beyond the WCAG accessibility standards. Here are a few of my discoveries what deteriorates when becoming older: Fine motor skills As we grow older the nerves in our fingers become less sensitive. This makes our response time slower and inevitably makes it harder to interact with a touch screen. This can be an even bigger problem if the user suffers from Essential Tremor (ET) or Parkinson’s disease, nerve disorders characterised by uncontrollable shaking. Cognitive abilities Spatial working memory decreases. This means that the ability to remember where things are located and finding them becomes harder. Working memory decreases. This is the ability to simultaneously grasp, retain and manage new information. https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1582470341150-62D6QIE4LR3LLHWVF7BZ/all-devices.png Home - Elke - Design as a helping hand (Copy) Design as a helping hand To cover these disabilities I paid more attention in designing small details that make the product easier to use. Here are a few of those details that are implemented throughout the product: Avoid using (hidden) gestures because of possible Parkinson’s users and accidentally swipes. As well as making the touch area bigger than the button so it’s easier for the target group to tap Don’t assume the target group will understand everything. This is why we always want to have an explanation at the more complex parts of the product to help them along. Being extra consistent in where the user can find certain actions in then product. Never just hide something because it’s not needed, always give them a back button on the top-left corner and go next on the bottom for example. And of course the obvious ones as a high enough contrast for readability, using copy that is familiar to the words the users would use and making sure the fold is always considered in a way that it’s clear there is more to find than is visible. http://www.seanhangel.com/home/masterclass-design-sprints-y7y83 monthly 0.5 2026-10-20 https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1582667605732-5AQO7NWDEPKOLFVGCV34/75281134_2180340762266767_975100405219369926_n%281%29.jpg Home - Masterclass design sprints - The book and more (Copy) The book and more We provided the design sprint masterclass in a 1 day version and the 2 day version. The 1 day version was generally an introduction to and quick version of the Sprint book and us telling our own experiences and pitfalls. The 2 day version was mostly focused on how to facilitate the design sprint. We focus less on how a design sprint generally works but more on the specific things a facilitator has to focus on or watch out for. https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1582668000347-JA6IRS8558HX5O32421Y/img.png Home - Masterclass design sprints - When not designing, I'm facilitating (Copy) When not designing, I'm facilitating It’s in my nature to align a lot of people in the same room or facilitate them through a process. I view this as a design challenge: I see the participants as users and try to empathise and help them solve their problem by facilitating them through a process or method. http://www.seanhangel.com/home/mentoring-mnsmk monthly 0.5 2026-10-20 https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1667379079322-SWAXEIRZAE4DV1BPG8KP/image+1.png Home - Mentoring designers - Satisfaction of progression (Copy) Satisfaction of progression The UX Foundation courses at Designlab are mostly for people who want change their career or already have a little experience but want to understand the basics. Some of my students have gone on to work for companies after this course. I’m happy to see that I could contribute to their career. It’s fulfilling to see how people improve and become better at their craft because of your help. A few of the students I tutored and where they’re working now https://www.linkedin.com/in/russoluli/ https://www.linkedin.com/in/jjmdegroot/ https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1667379078807-8270B0HS25T2R8F7E7PW/image+2.png Home - Mentoring designers - My mentoring style (Copy) My mentoring style Always before giving feedback, it’s important to understand the goal of the design, the context, who the target group is and history (why is it needed). When the designer presents it’s work I ask questions to understand their rationale behind the design decisions. When I have all that I try to nudge the designer in the right direction and let them discover the right solution, rather than giving it to them. When I give feedback, I explain my reasoning and the theory of design to back it up as well. So not only to help the student on this course, but to provide insight into design theory that universally works. http://www.seanhangel.com/home/customisable-products-in-e-commerce-wcrjz monthly 0.5 2026-10-20 https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1664436552122-F6AMW2ZLDRLCYL9TZY5A/image+18.png Home - Customisable products in e-commerce - A first for everything (Copy) A first for everything The cosmetics and beauty products brand Rituals opened a flagship store for the first time, it’s named House of Rituals. It would be an experience and have some unique products that are only sold in that store or online. A few of those unique products were customisable and this would be the first for the webshop to sell such products. The innovation team created the requirements for these 3 customisable products. They are the Talisman ( a perfume ), the signature scented candle and the fragrance sticks . This was the first time customisable products could be ordered through the webshop. This brought some new challenges to the table. To be able to deliver customised items to customers, we needed to work close together with the teams of supply chain, logistics, warehouse and e-fullfillment. This was new for each of those teams and all of them had their own challenges. To address and bring together their concerns, with a colleague, we organised and facilitated a session to create a service blueprint with all those teams. https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1664370629727-PHJGOL9USOBLHCHS5AN8/Group+334.png Home - Customisable products in e-commerce - Team work makes the ... (Copy) Team work makes the ... In this session we had different teams from different organisations to figure out all the challenges with these products. A service blueprint would help us to uncover all the steps, challenges and where the teams would need each other. Understanding and seeing each others unique challenges would be fruitful to let them work together. Here are some examples of the challenges the teams found out. For the warehouse it meant that they needed to pack the order exactly as the customer customised it. Meaning the naming should be very clear and consistent throughout the order process. For supply chain it was important to know how we define these products in STEP (Stibo Systems Enterprise Platform, their solution for creating products in the back-end). This would affect how the products would show up in the webshop through the collections and overviews. Can a user see the 1 product that you can customise on it’s product detail page, or are there 9 variants to see that are “premade” customisations. For e-fullfillment it was crucial to make sure that EVA (their order system) understands that if 1 customisable option is out of stock, users could still order the product with other options. For developers it meant that when the user created a customised product and placed it in the cart, it should already temporarily reserve each of the options in EVA. Since these are luxury products there is going to be less supply for them initially and these products exist of multiple options. So a bigger chance for users to order the same option at the same time. https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1664373537884-RTO5E5YAXAW6ULDM7WD4/Frame+9403.png Home - Customisable products in e-commerce - The big picture (Copy) The big picture Everyone knew the challenges they needed to solve and who was needed for what challenge. Aside from the digital products, we did a bit of service design for how an employee in-store (in House of Rituals) would prepare this for the customer as well. We worked together with the production agency from Rituals on that since they were designing the tables and displays. For the digital products it was time for me to wireframe and iterate designs that would work for each of the customisable products. https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1664374136056-RP7RI30PWA2LKPOHAKUT/Frame+9405.png Home - Customisable products in e-commerce - Bespoke but generic (Copy) Bespoke but generic In-store the experience is hard to match because there you are able to smell the perfumes, the employee will help you and it will feel luxurious. Since all 3 products are luxury products which are in a higher price range than Rituals’ other products, the digital experience should also feel luxurious. What you see above is a small subset of all the iterations we created for these products. We initially thought about a customiser per product, but that would become too much development work. So we settled for 1 customiser with a few different options depending on the product. I worked on mobile first and figured out interactions to prominently showcase the product and at the same time made it easy to access the pickers and change options. When the product won’t change visually (with the fragrances), the pickers take up more real estate to show the options. https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1664436091912-FL9YI9VYELW9K2P760AQ/Frame+9406.png Home - Customisable products in e-commerce - Design's usefulness (Copy) Design's usefulness In this project the actual designs were not the biggest challenges for me. It was to bring the right people of the different teams of different organisations in the same room and work together on the challenges ahead. Using design to uncover specific or shared challenges unifies people. It makes people more inclined to help each other since they can see each others problems. That is also what I enjoyed so much on this project— helping and aligning the different parties by facilitating and visualising a holistic view of the project. I love it when design can be used in different ways than how design is generally viewed. http://www.seanhangel.com/home/ganbatte-h2z5t monthly 0.5 2026-10-20 https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1664265033988-RD9LYLHIYFHGBUA6ZJ3F/image+118.png Home - Ganbatte! - Goal of Ganbatte (Copy) Goal of Ganbatte At CE (Circle Economy) the main services they offer are called “scans’. These scans often include data collection, data analysis, data visualisations, visioning, and advise where to focus on and what strategies to use. Those elements all come together in a report as the deliverable of the project. These scans are done for businesses, cities or governments and the amount of time they take differs a lot depending on which of those type of clients it is for as well as on the size of the clients organisation. This is a tried and trusted way of making impact, the only issue is that it takes quite some people and time to realise it. Meaning you could only make so much impact as you have people. Ganbatte wants to mimic most of what the scan’s do by offering a digital product at a lower cost, with the ability to scale impact to the world. https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1664265775326-2P315KN4YJAGT100WG9W/Screenshot+2022-09-08+at+15.23+3.png Home - Ganbatte! - Big user research challenges (Copy) Big user research challenges Target groups Hero: This is the primary target group, it means organisations that help their local businesses, cities or governments to become more circular. They are knowledgeable about circularity and give advise to rebels on how to become more circular. Rebel: People who want to make their organisation more circular. There are 3 types of rebel organisations: businesses, cities or governments. Rebels need hero’s to become more circular as they often don’t have time, resources or expertise. Follow the money Circle Economy is a non-profit that partially runs on funding for it’s income. Some fundings have strings attached to them and want to focus on a specific thing. This could be that they want to focus on making circular impact in cities in mainly the global south, which is our case. This results in sometimes needing to bend along with what the funding wants to achieve thus to focus on a specific target group. Make impact where possible Because of the way funding works and the impact CE likes to make worldwide, the strategy is to keep options open and not zoom in to 1 particular geography. Resulting in a lack of geographical focus for Ganbatte as well. There are big differences in what topic within circularity is important to focus on per country (and even per city). Another challenge is the data availability per country, EU countries have data available on materials but countries in southeast Asia don’t have that. CE and funders focus on businesses cities and nations, which in turn makes Ganbatte also be split on those three target groups. From research it was clear that businesses, cities or governments each have relatively the same needs, but when it comes down to details they are different. The frameworks, taxonomies, data visualisations, types of data points and what data is available is different per rebel type (e.g. sectors in a city are different from departments in a company). "If you design for everyone, you delight no one” So by lack of focus and by nature of how funding works, we distributed our efforts across the different types of rebels. This is the reason why you will see a few different products that are tailored to different type of rebels. Most importantly, this resulted in thinly stretched user research because it’s across the three types of rebels and no geographical focus. This in turn also made it hard to design and test. There were too little details on the target group and test results became a bit unreliable. https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1664268474845-R61UI1R92DMBA5M4X3GE/Frame+9404.png Home - Ganbatte! - Solution? focus on the overlap and design modular (Copy) Solution? focus on the overlap and design modular Across my time at Circle Economy I interviewed, tested and surveyed a lot of potential users and stakeholders. Luckily for us a lot of those needs were similar across hero’s and rebels. In order to not triple the work we focused on the overlapping needs only. By doing so we worked to maintain value for the user whilst also designing components modular so that they work for each rebel type. In the example above the title we designed 1 data visualisation in such a way that it works for city officials as well as for CSR managers at businesses. It basically shows an overview of survey scores of rebels per category that they scored in. We can switch in/out the framework/taxonomies/data of the other type of rebel and make it work for the same need. Provide insights Often hard data is missing to know what should be focused on. So we developed surveys to let them score on specific categories. For example 1 survey asks questions with case study examples on how circular policies in city surrounding food systems are. This way hero’s can send surveys to rebels and still get valuable insights that they can advise them on. The data visualisation above the title helps the hero to get an overview of who of their rebels works best/worst in which category. These insights are important to hero’s and how they go about using them is quite different per hero. Some sit two rebels together to try and exchange best practices, others focus on the lowest scoring rebels and advise them directly. For for the survey data visualisation (see below) of a singular rebel we designed it to make it clear what category scores high/low. It can also be used for different type of rebels depending on the survey or framework used. When users clicks into a category it will show them case studies about circular initiatives/implementations of other similar organisations in that category. The case studies help to inspire the rebel on how to make their organisation more circular. https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1664616378538-P9FAT627BN1PWRIKTFTQ/Frame+9410.png Home - Ganbatte! http://www.seanhangel.com/home/where-is-my-order-xmtpd monthly 0.5 2026-10-20 https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1663160526715-BBVYT4YN03R06HOMDFED/image-asset.png Home - Where is my Order? - Why was it suddenly needed? (Copy) Why was it suddenly needed? During the first wave of COVID-19 countries went on lockdown. This made people stay inside a lot more and shopping was suddenly not an option anymore. Naturally, e-commerce platforms saw their traffic and orders skyrocket. For Rituals it was so much that their supplying warehouse couldn’t handle the extremely high demand. The same was true for the package carriers in The Netherlands. This resulted in a lot of deliveries getting delayed or lost. Unfortunately, Rituals didn’t have a clear tracking page where customers could see the status of their orders. So a lot of the customers called customer support and they in turn became overwhelmed as well. To improve this and avoid such cases in the future, Rituals asked Hike One to figure out and design a way to reassure customers where their order is at all times of the order & delivery process. I was tasked by Hike One to work on this with a project manager from Rituals. https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1663161053644-L302M5K0JPJWJ4YX5YBW/image-asset.jpeg Home - Where is my Order? - Known knowns & known unknowns? (Copy) Known knowns & known unknowns? The first thing I needed to assess was what was at the core of the customer’s frustrations. It’s easy to acknowledge that a delayed or lost order is a bad experience. But not diving into the problem can result in solving the wrong problem and still having frustrated customers. I interviewed the customer support manager and two of the customer support employees. I got very similar results back, here are a few highlights from it: The lack of updates on the order of the customer made them feel anxious and unsure. It made them think they won’t receive their order. Customers felt confused when they received a Track&Trace and it’s not active yet (meaning they got an error page). Multiple shipments of 1 order amplify the 2 problems above as customers want to know the status of both shipments. The problems and needs were clear now. What I needed to know now is how the products of an order went from the warehouse or store to the customer. The image above is what I received from the technical staff at Rituals, which was a good start to work from. I processed it and simplified on what we need to learn and what we don’t know yet. Now it was clear what the known knowns and known unknowns are. So it was time to clarify the known unknowns. https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1663162563932-OEYS8Y8VRZJUX49RYNJR/rituals_wheres_my_order_shipfromwarehouse-technical-session.jpg Home - Where is my Order? - Align stakeholders to create a service blueprint (Copy) Align stakeholders to create a service blueprint I facilitated a session with all involved parties (warehouse, carrier, order system, supply chain) in the process. My main goal was to learn at what point in the process we could communicate to the customer about the status of their order. To do so I first needed to validate the process with the involved parties and by doing so having them aligned on it. The service blueprint that you see above was empty when I started the session. As I was asking what the next step is, I filled it in and checked with the other parties if they agree. What I got out of it is: Validated different steps that are important in the process Learned where the order is between steps Time between steps At which steps we can communicate to the customer A visual that makes it a lot easier to talk with stakeholders about the project Now it was time to design a prototype. https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1663237427637-N0JJ72GSH36SSV1RTZ85/brainstorm+session.jpg Home - Where is my Order? - Next up user validation (Copy) Next up user validation When the limitations of the third parties were clear, I wrote copy for each of the steps and edge cases. This way we had a collection of messages we could use in each step. To kick the iterative process off I started a brainstorm session with 2 stakeholders. We took those results to quickly design wireframes which in turn would be worked out by me and a designer at Rituals in visual design to have a high-fidelity prototype for testing. I set up a test plan and created hypothesis’ which I turned into questions to get answered with the test. Afterwards I tested the prototype with 6 customer support since actual customers would be too hard to get in touch with. Luckily the customer support was very vocal and bold to point out what is/isn’t clear. If they didn’t understand it, real customers would definitely not understand it. Most of the design was very helpful and solved the problems. There were 2 crucial problems though. 1 Delays in the order weren’t clear from the get-go. While users value that as the most important piece of information. 2 They expected address information under a different section and thus couldn’t find it. https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1663238546331-919IL56TT0O190KL11GU/scope.png Home - Where is my Order? - We can't have it all at once (Copy) We can't have it all at once I made an overview of the different features that we could put in WIMO. I used the MoSCoW method and facilitated a scoping session to help the project manager and technical lead to scope it down for initial release. Based on the research and testing we created a scope what would be implemented in version 1.0. https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1663237922299-ZTA91KDREJ9WTBPH44AB/Frame+5.png Home - Where is my Order? - Here is your order (Copy) Here is your order We integrated the feedback and worked towards the 1.0 version. Afterwards we designed the pick up at store flow and ship from store flow (instead of the default flow (ship from warehouse)). Since we didn’t work with third parties in both flows we have more control over the messaging and fewer dependencies. That made those flows easier to design later. I designed all edge cases and checked those with developers and business analysts. In the end I documented all interactions for a clear handover. This project was smooth from start to finish. This was mainly due to the cause, problem and solution all being quite clear from the start. We didn’t have to test if order status page has value for customers because that is proven already by other webshops all having it and was confirmed by the interviews. The main challenge was to work together with the warehouse and supply chain to know at which point we could communicate something to the customer, which information is important and what we prioritise in the design. http://www.seanhangel.com/portfolio daily 0.75 2026-10-20 http://www.seanhangel.com/portfolio/wovox-pfg2j monthly 0.5 2026-10-20 https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1430591841876-5XJJP4J7YCX6AI1H803G/CreateExternalJobOpeningPage_NLD.png Portfolio - WOVOX https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1430591842007-5PQH4ML49KWSJ1IRPXMX/JobOpeningFeedbackSavedDashboard+copy.png Portfolio - WOVOX https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1430591844946-FSORTS51WKW2YFN9XR7H/Schermafbeelding+2014-02-12+om+12.45.10.png Portfolio - WOVOX https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1430591846508-35RZUVJOEAG8JAQGUGI2/Schermafbeelding+2014-02-12+om+12.45.28.png Portfolio - WOVOX https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1430591842877-1NH0FYKJWDS144353TRZ/Pop-up_no_company_profile+copy.png Portfolio - WOVOX http://www.seanhangel.com/portfolio/woonenergie-gn8c6 monthly 0.5 2026-10-20 https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1430579079916-FE82963W9EIVCZ5ZAZYM/home-ontwerp-NIEUW.png Portfolio - WoonEnergie https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1430579081748-L0H65LHTLUFVMQN00PVI/Scherm-verbruik-met-cirkelprogress.png Portfolio - WoonEnergie https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1430579080827-46705HB11TMQSS80E1AB/home-ontwerp-verbruik-2-STROOM.png Portfolio - WoonEnergie https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1430579080837-0PK6MQ0KCM8YJHWT95AW/Buurt-vergelijken.png Portfolio - WoonEnergie http://www.seanhangel.com/portfolio/new-page-2-hyf4p monthly 0.5 2026-10-20 https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1430572714124-UK0R3KJN8R2TTP1USIPT/Schermafbeelding+2015-05-01+om+16.53.44.png Portfolio - IN-CMD Program https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1430572696122-RDNCBS1YZA6OJR8R4X2I/Schermafbeelding+2015-05-01+om+16.53.21.png Portfolio - IN-CMD Program https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1430572713083-3ZYKBPIE6PYXAYA6VDSJ/Schermafbeelding+2015-05-01+om+16.53.58.png Portfolio - IN-CMD Program https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1430572689654-SGK1KZRRHDWFDP9I19G0/Schermafbeelding+2015-05-01+om+16.52.54.png Portfolio - IN-CMD Program http://www.seanhangel.com/portfolio/new-page-1-tjj5e monthly 0.5 2026-10-20 https://images.squarespace-cdn.com/content/v1/5544c640e4b0a65de4efbdb0/1430578736209-2Z91YMSAY0L1YFQ6EB0U/iterations Portfolio - in-car Handover