Case Study: Marktplaats improves SMB customer journeys with Hike One

Marktplaats turns 4 new ads every second into actionable journey insights with Hike One

Marktplaats, the largest online marketplace in the Netherlands, sought to understand the user needs of its small-to-medium business (SMB) segment to help that segment grow. Their challenge was to uncover user pain points, align internal stakeholders, and define strategic improvements based on research. They engaged digital product design vendor Hike One to develop a customer journey map and identify opportunities.

Hike One implemented a solution combining qualitative and quantitative research to create a dynamic customer journey map in TheyDo. They then facilitated opportunity tree workshops to align departments and co-create solutions, which were tested with an experimentation mindset. This process provided Marktplaats with a living document of actionable insights, streamlining prioritization and empowering data-driven decision-making to achieve high-level business goals and future growth.

Marktplaats