DigitAll Learning Lunch - Möbius x De Watergroep

De Watergroep serves more than three million customers — a diverse group with different levels of digital comfort and access. 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. Up to 40% of Belgians are digitally vulnerable, which makes inclusive communication and service design a necessity, not a luxury.

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. We 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.

Read more about De Watergroep's digital inclusion journey.