Joris Laenen

During a short-term project, I designed a tool for Alliander that helps large consumers resolve grid congestion using AI. It was important to maintain a balance between providing a structured and logical experience without limiting the creative solutions the AI could offer. I executed the entire process from defining the customer flow to delivering high-end designs. I did this as follows:

For the Dutch Tax Administration, I contributed to two high-impact platforms where legally and technically complex issues had to be translated into understandable digital solutions. At Schadeherstel Toeslagen (MijnHerstel), I worked for almost two years on the digital damage recovery route for the benefits scandal — a process that took place against a backdrop of changing policies, falling cabinets, and ever-new political requirements. I defined functional and technical requirements, led stakeholder workshops with parents, lawyers, and the Ministry of Finance, and designed the first version of the application end-to-end in Figma. Later, I guided a team of four UX designers in its further development, laying the foundation for the designs and figuring out the complex logic. Within Scrum, I continuously coordinated with development teams about data exchange and ensured a consistent user experience across the entire chain.

At Inzage Fiscaal Dossier, I worked on making internal tax data accessible to citizens — a combined data and UX challenge where Human Centered Design was central. Through a service sprint, Figma prototypes, and guerrilla research on the street, I investigated what an interface should look like that is understandable and suitable for data that is not yet fully known. Together with data analysts, I selected which information was relevant and presentable to users, and translated this into API documentation and design choices. I delivered two elaborated prototypes with technical demos, validated through usability testing and semi-structured interviews.

The customer support tool had to be completely redesigned to comply with BCR and AVG legislation, within a period of 6 months. In an Agile environment, I completely redesigned and expanded the customer support platform for remotely assisting customers and repairing charging stations for electric cars. My tasks included: