edenspiekermann_
ConsuWijzer

Suppose you have a problem with your internet provider or your energy supplier. How can you find out what your rights are? Three supervisory bodies – Consumentenautoriteit(Consumer Authority), NMa (Netherlands Competition Authority)and OPTA (Independent Regulatory Authority for Post and Telecommunications) – wanted to create a single, central point where consumers could obtain information. They set up a consumer law helpdesk. Useful for citizens. But also valuable to the initiators themselves. Those using the helpdesk provide them with an additional insight into the market. The question is, how do you design such a helpdesk? What ensures good name recognition? How will this desk become the national encyclopedia in the field of consumer law?

Edenspiekermann created ConsuWijzer, the information desk that provides one-stop direct solutions or steers you in the right direction. A clear layout in sub-sections makes consuwijzer.nl manageable, inviting and quick to use.

In all phases of the process, we tested potential options on a consumer panel. At the same time, we gained an accurate picture of the supervisors’ expectations through conducting interviews. This made it possible for us to gear the information desk to the requirements of both consumer and client.

The name ConsuWijzer (ConsuGuide) is short and snappy, and has a good blend of target group and purpose. The word blend combines ‘wegwijzer’ (signpost) and ‘wijzer worden’ (becoming better informed). Furthermore, ConsuWijzer is easy to pronounce; important for the employees working the phone helplines.

The logo, which features an arrow and target point, illustrates graphically a process of coming up with a direct solution. This pragmatic intent is also reflected in the layout, design and tone of the website.

In October 2006, www.consuwijzer.nl was launched. Consumers started using it eagerly, and two years on, the counter is at 1 million visitors. On average, a visitor to the site spends 5 minutes. In the first half of 2008, visitors requested 55,000 sample letters and infosheets. State Secretary Frank Heemskerk remarked, ‘These figures clearly show that ConsuWijzer fulfils a definite need.’