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DigitAll Learning Lunch | De Watergroep & Möbius - How to: inclusive customer journey

DigitAll Learning Lunch

Europe/Brussels
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DigitAll Learning Lunch

Join us for an online, interactive and insightful lunch session with Esther Matton from De Watergroep and Irina Galitskaya from Möbius Business Redesign.

Designing a customer journey without involving users is a bit like installing a water pipeline without ever turning on the tap. Everything may look technically perfect, but only when real people use it do you know whether it truly works.

De Watergroep wanted to better understand how customers experience the billing and debt collection process. Not only digitally skilled users, but also people for whom digital tools are less intuitive. Because that is often where frustrations arise, mistakes happen, or customers drop off.

With that question in mind, they partnered with Möbius. Together, they mapped the customer journey of both processes, with digital inclusion as a guiding principle throughout. This was not a desk exercise, but a hands-on trajectory in which user testing played a central role. They engaged with real users and quickly discovered that this openness did not create barriers, it actually built trust. People value knowing that their voice matters.

What you can expect:

  • A practical, real-life case on mapping a billing and debt collection customer journey
  • Concrete examples of inclusive user testing in action
  • Key lessons learned: what worked well and what we would do differently
  • Insights into how user feedback directly improved processes and communication
  • Transparency about budget, effort and return on investment

This webinar is in English.

Our speakers for the webinar

No social inclusion without digital inclusion


De Watergroep

Esther Matton

As a Project Lead at De Watergroep, Esther designs and improves customer journeys by combining user testing, customer-centric workshops, and a strong focus on digital inclusion. Whatever the project, she always starts from one core principle: the voice of the customer, whether internal or external, digitally skilled or not.


Möbius Business Redesign

Irina Galitskaya 

As Customer Experience & Change Consultant, Irina believes that better ways of working lead to better customer experiences. She helps organizations design practical, engaging solutions and guides them through change with clarity and care — always striving to balance people, processes, and technology to create meaningful, lasting impact.


DigitAll

Ali Chari

Ali Chari is passionate about social innovation and connecting with and make connection between people. A passion he can fully put into practice in his role as Community lead at DigitAll, the organizer of this event. He will put the context of digital inclusion in Belgium and moderate the webinar.

How to join the webinar?

  1. Register to the event through this event page
  2. You will receive a registration email
  3. Ali, our community lead, keep a close eye on the subscriptions and will add you to a Teams link where the webinar will take place

    For educational purposes and to keep a record of all our amazing speakers and experts, we always record our webinars online. If you prefer not to be seen in one, you can always choose to turn your camera off. (Even if we prefer to see the faces of the people who are joining us! 😊)


If you have any issues with registration, please reach out to ali.chari@digitall.be, he'll gladly help you!