Customer journey visualisation • Value chain analyses • Workflow development • Service innovation • UX design

Creating warmth in the relationship

Vaillant is a leading OEM in Heating, Ventilation and Air Conditioning (HVAC). The market of HVAC is dominated by fast development of new products and services that meet regulations to reduce climate change. At the other end of the value chain, the HVAC industry is traditionally organised with many small installers as an ambassador in the relation with consumers. Here’s a lot to win when it comes to selling new products and services.

We visualised the customer and installer journey, built logical work- and activity flows, created new digital services and designed a user experience concept that runs on a tablet and supports an installer when performing his job at his customers.

With this set of digital services, Vaillant boosts installer confidence and increases installer loyalty during customer facing activities such as sales discussions, installation of new systems, maintenance and repair visits.

Paul Willems

Founder and owner

Paul loves to work on innovation projects with businesses that are on the edge of technology and logistics.

Floris Deerenberg


Floris masters user experience strategy and converts that into great digital designs.