Port of Amsterdam
Facilitating fluid harbor processes
At Port of Amsterdam, I was brought in as Design Lead to embed design thinking into a newly formed agile team. Over the course of a year, we improved several key digital services — from launching a new website to redesigning arrival and departure flows — all aimed at better serving the many people working in or passing through the port area.
Activities
- Led UX improvements across multiple online services based on user research and stakeholder input
- Introduced agile ways of working and integrated design thinking into the team’s approach
- Set up a structured process for service and product development, grounded in analytics and experimentation
Deliverables & Outcomes
- Launched a new website with navigation based on user needs instead of internal silos
- Delivered new and improved digital services, including a company guide and arrival/departure tools
- Introduced a development process that prioritised evidence, rapid iteration, and measurable outcomes
Value for the organisation
- Shifted internal mindset toward digital-first services, enabling smarter use of FTEs
- Reduced friction in internal processes by improving flows and journeys, lowering operational costs
- Set the foundation for continuous improvement and customer-centric delivery
- Service design
- UX lead
- UX strategy & design
- UX research
From the start Andrea 'claimed' her role in the team and added value with her pragmatic attitude, social competencies and strategic in-depth knowledge of UX. It was a pleasure working with Andrea.
