NS is the Dutch railways company. Fulltime for almost 2 years, I've been working in Utrecht at the NS office in a large scrum team to re-design NS.nl. I was responsible for the complete UX of the new responsive website. I've been speaking to all the different departments within the company to align their sections of the new site. This turned out to be a real struggle, for every department wanted something else. We came up with the block system to facilitate every need for the departments, while also keeping consisitency across the whole website.
The biggest challenge was designing the customer service pages. After extensive usability research, we ended up with the sollution you can see below. After going live with the new website, the new customer service section realised a huge call reduction while also raising the overall customer satisfaction.