Customer journeys and personas at the Sedna Emmen welfare organisation

The Sedna welfare organisation offers tailor-made support to citizens of Emmen. Sedna wants to continue to put the customer first and wonders how the service can be improved and further focused on its customers. Questions that were there: How are we experienced in the different neighbourhoods? Are there activities that we no longer have to do or have to rig? Which customer groups do we serve despite having tailor-made processes? How can we put our customers even more centrally and create even more value for the citizens of Emmen?

Luminis has been able to guide Sedna employees in the preparation of different Persona’s and Customer journeys with a number of goals:

  • Provide insight into how Sedna is experienced by its customers
  • Look at possible earlier contact moments
  • Validation with customers and data


Sander Pagie


Ivon Reveco

Agile Coach

Related cases