{"id":690,"date":"2025-03-12T15:39:30","date_gmt":"2025-03-12T14:39:30","guid":{"rendered":"https:\/\/www.onestone.be\/blog\/?p=690"},"modified":"2025-04-09T14:28:13","modified_gmt":"2025-04-09T12:28:13","slug":"wat-is-psychology-engineering","status":"publish","type":"post","link":"https:\/\/www.onestone.be\/blog\/wat-is-psychology-engineering\/","title":{"rendered":"Wat is Psychology Engineering?"},"content":{"rendered":"<div  class='avia-slideshow av-m860vkol-2ce69f611f99e0e77dfe4cb2f1acd5be avia-slideshow-featured av_slideshow avia-slide-slider  avia-builder-el-0  el_before_av_one_full  avia-builder-el-first  kj-header-blog invalid-custom-class-found av-slideshow-ui av-control-default av-slideshow-manual av-loop-once av-loop-manual-endless av-default-height-applied avia-slideshow-1' data-slideshow-options=\"{&quot;animation&quot;:&quot;slide&quot;,&quot;autoplay&quot;:false,&quot;loop_autoplay&quot;:&quot;once&quot;,&quot;interval&quot;:5,&quot;loop_manual&quot;:&quot;manual-endless&quot;,&quot;autoplay_stopper&quot;:false,&quot;noNavigation&quot;:false,&quot;bg_slider&quot;:false,&quot;keep_padding&quot;:false,&quot;hoverpause&quot;:false,&quot;show_slide_delay&quot;:0}\"  itemprop=\"image\" itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/ImageObject\" ><ul class='avia-slideshow-inner ' style='padding-bottom: 28.666666666667%;'><li  class='avia-slideshow-slide av-m860vkol-2ce69f611f99e0e77dfe4cb2f1acd5be__0  av-single-slide slide-1 slide-odd'><div data-rel='slideshow-1' class='avia-slide-wrap '   ><img decoding=\"async\" fetchpriority=\"high\" class=\"wp-image-691 avia-img-lazy-loading-not-691\"  src=\"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2025\/03\/psychologische-perceptie-1500x430.webp\" width=\"1500\" height=\"430\" title='psychologische-perceptie' alt=''  itemprop=\"thumbnailUrl\"   \/><\/div><\/li><\/ul><\/div>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-1l7sje-5029ca484bf09abff49d05a19860df74\">\n#top .flex_column.av-1l7sje-5029ca484bf09abff49d05a19860df74{\nmargin-top:-70px;\n}\n.flex_column.av-1l7sje-5029ca484bf09abff49d05a19860df74{\nborder-radius:10px 10px 10px 10px;\npadding:25px 25px 25px 25px;\nbackground:url(https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/06\/beeldmerk-onestone-1.svg) 100% 100% no-repeat scroll #174a60;\n}\n.responsive #top #wrap_all .flex_column.av-1l7sje-5029ca484bf09abff49d05a19860df74{\nmargin-top:-70px;\n}\n<\/style>\n<div  class='flex_column av-1l7sje-5029ca484bf09abff49d05a19860df74 av_one_full  avia-builder-el-1  el_after_av_slideshow  el_before_av_one_full  kj-intro-blog first flex_column_div  '     ><style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-m85z7pb9-77aeef6c77e465fa50184a9a79e7c7d9\">\n#top .av_textblock_section.av-m85z7pb9-77aeef6c77e465fa50184a9a79e7c7d9 .avia_textblock{\ncolor:#ffffff;\n}\n<\/style>\n<section  class='av_textblock_section av-m85z7pb9-77aeef6c77e465fa50184a9a79e7c7d9 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock av_inherit_color'  itemprop=\"text\" ><h1 class=\"p1\">Wat is psychology engineering?<\/h1>\n<p class=\"p2\">Psychology engineering, is een strategische aanpak waarbij we psychologische inzichten inzetten om de perceptie en het gedrag van klanten positief te be\u00efnvloeden. Het verhoogt de klantentevredenheid door te focussen op perceptie in plaats van het directe probleem onmiddellijk op te lossen. Daarnaast leiden we het gedrag van klanten, zodat zij acties ondernemen die het ons makkelijker maken om hen de gewenste ervaring te bieden.<!--more--><\/p>\n<\/div><\/section><\/div><div  class='flex_column av-1e8hgy-ffaf9825129ced90337dec10c9f88990 av_one_full  avia-builder-el-3  el_after_av_one_full  el_before_av_one_third  first flex_column_div  column-top-margin'     ><section  class='av_textblock_section av-m860ht69-0727a7c5902c41e652db5dc73f11febb '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><h2 class=\"p4\">Waarom Psychology engineering?<\/h2>\n<p class=\"p2\">Er zijn twee belangrijke redenen<\/p>\n<ol class=\"ol1\">\n<li class=\"li2\">Vaak zijn klanten niet ontevreden door het daadwerkelijke probleem, maar door de manier waarop ze de situatie ervaren. Sommige problemen zijn eenvoudig op te lossen, zoals bijvoorbeeld een vuile vloer. Andere problemen zijn onmogelijk of onbetaalbaar om op te lossen. Denk maar aan een lift die om veiligheidsredenen niet snel mag dalen. We kunnen dan toch de klant tevreden maken door in te zetten op de perceptie, in plaats van het probleem.<\/li>\n<li class=\"li2\">Ieder <a href=\"https:\/\/www.onestone.be\/blog\/wat-is-een-service-concept\/\">service concept<\/a> bevat enkele verwachtingen aan onze klanten. Zij moeten aan die verwachtingen voloen zodat wij hen beter kunnen helpen. Met Psychology Engineering kunnen we hen zachtjes begeleiden om de juiste acties te nemen.<\/li>\n<\/ol>\n<h2 class=\"p4\">Enkele Psychology Engineering technieken<\/h2>\n<h3>Informatie updates<\/h3>\n<p>Door klanten goed te informeren over de evolutie en de status van een aanvraag, wachttijd, klacht etc., vermijden we dat ze onrustig worden. Klanten vinden het niet erg om te <a href=\"https:\/\/www.onestone.be\/blog\/hoe-lang-willen-klanten-wachten\/\"><span class=\"s2\">wachten<\/span><\/a>, zolang ze vertrouwen dat iemand zicht over hun klacht ontfermt.<\/p>\n<p><b>Voorbeeld<\/b>: De metro die toont waar de trein op dit moment is en hoe lang het nog duurt voor hij aankomt in het station.<\/p>\n<h3>Visuele cue\u2019s<\/h3>\n<p>Door duidelijke lijnen en contrasten te implementeren, kan je je klanten begeleiden om de juiste handelingen te doen.<\/p>\n<p><b>Voorbeeld:<\/b> McDonalds gaf snel en goedkoop eten, dat konden ze doen door iedereen te laten bestellen aan een toog in plaats van aan tafel. En ook door hen zelf te laten afruimen. Door een rode loper te leggen tussen de deur en de toog, wisten klanten dat ze daar naartoe moesten gaan. Nu, zoveel jaar later, willen ze dat klanten bestellen aan de automatische kiosken. Die plaatsen ze tussen de deur en de toog zodat klanten er niet naast kunnen kijken.<\/p>\n<h3>Peak-End Rule:<\/h3>\n<p>Mensen herinneren zich nooit de hele ervaring. De hoogste (of laagste-) piek, en het einde van de ervaring zijn de belangrijkste momenten. Probeer het laatste touchpoint van je <a href=\"https:\/\/www.onestone.be\/blog\/wat-is-het-belang-van-een-goede-customer-journey\/\">customer journey<\/a> zo goed mogelijk te maken, en verzorg een piek.<\/p>\n<p><b>Voorbeeld:<\/b> je kan een hele reis goed weer hebben, als je de laatste dag slecht weer heb, stel je je de reis slechter voor dan ze werkelijk was. Of omgekeerd.<\/p>\n<h3>Pain-pleasure gap<\/h3>\n<p>Klanten ervaren een veel sterkere piek in hun beleving als ze eerst een beetje pijn hebben ervaren. Opgelet: zorg ervoor dat de pijn in proportie is met de piek!<\/p>\n<p><b>Voorbeeld<\/b>: Aanschuiven in de rij voor een rollercoaster zorgt voor een betere ervaring dan wanneer je meteen kan instappen.<\/p>\n<h2>Samengevat<\/h2>\n<p>Wil je meer tevreden klanten? Denk dan iets verder dan de problemen die ze zelf aangeven en denk na hoe je hun perceptie kan verbeteren.<\/p>\n<\/div><\/section><\/div><\/p>\n<div class='flex_column_table av-18gpj6-f06923871bb2616cdb36385aca61d5f8 sc-av_one_third av-equal-height-column-flextable'>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-18gpj6-f06923871bb2616cdb36385aca61d5f8\">\n#top .flex_column_table.av-equal-height-column-flextable.av-18gpj6-f06923871bb2616cdb36385aca61d5f8{\nmargin-bottom:40px;\n}\n<\/style>\n<div  class='flex_column av-18gpj6-f06923871bb2616cdb36385aca61d5f8 av_one_third  avia-builder-el-5  el_after_av_one_full  el_before_av_three_fifth  first flex_column_table_cell av-equal-height-column av-align-middle  column-top-margin'     ><style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-m860i4qn-47d7a771c2968600bc66bc589409818a\">\n.avia-image-container.av-m860i4qn-47d7a771c2968600bc66bc589409818a img.avia_image{\nbox-shadow:none;\n}\n.avia-image-container.av-m860i4qn-47d7a771c2968600bc66bc589409818a .av-image-caption-overlay-center{\ncolor:#ffffff;\n}\n<\/style>\n<div  class='avia-image-container av-m860i4qn-47d7a771c2968600bc66bc589409818a av-styling-circle avia-align-center  avia-builder-el-6  avia-builder-el-no-sibling '   itemprop=\"image\" itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/ImageObject\" ><div class=\"avia-image-container-inner\"><div class=\"avia-image-overlay-wrap\"><img decoding=\"async\" fetchpriority=\"high\" class='wp-image-501 avia-img-lazy-loading-not-501 avia_image ' src=\"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/anton-van-biesen-close-up-300x300.jpg\" alt='' title='anton-van-biesen-close-up'  height=\"300\" width=\"300\"  itemprop=\"thumbnailUrl\" srcset=\"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/anton-van-biesen-close-up-300x300.jpg 300w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/anton-van-biesen-close-up-80x80.jpg 80w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/anton-van-biesen-close-up-768x768.jpg 768w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/anton-van-biesen-close-up-36x36.jpg 36w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/anton-van-biesen-close-up-180x180.jpg 180w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/anton-van-biesen-close-up-705x705.jpg 705w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/anton-van-biesen-close-up.jpg 800w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/div><\/div><\/div><\/div>\n<div class='av-flex-placeholder'><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-10uvia-7476001cd095488be77b7aed1029e1a0\">\n#top .flex_column_table.av-equal-height-column-flextable.av-10uvia-7476001cd095488be77b7aed1029e1a0{\nmargin-bottom:40px;\n}\n<\/style>\n<div  class='flex_column av-10uvia-7476001cd095488be77b7aed1029e1a0 av_three_fifth  avia-builder-el-7  el_after_av_one_third  el_before_av_one_full  flex_column_table_cell av-equal-height-column av-align-middle  column-top-margin'     ><section  class='av_textblock_section av-m860ix0m-84fe7bc87cf832534fe352ea8e364eee '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><blockquote>\n<p>Geschreven door\u00a0<a href=\"https:\/\/www.onestone.be\/team\/draft\/\">Anton Van Biesen<\/a><\/p>\n<p>Customer strategy expert @Onestone<\/p>\n<\/blockquote>\n<p>Effici\u00ebntie gecombineerd met menselijkheid is het ideale recept om extreem klantvriendelijk te zijn. Ik help jouw team daar graag bij.<\/p>\n<\/div><\/section><\/div><\/div><!--close column table wrapper. Autoclose: 1 -->\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-yu5ga-8a7e63a40f8c4a07d2bd4709a8e5210b\">\n.flex_column.av-yu5ga-8a7e63a40f8c4a07d2bd4709a8e5210b{\nborder-radius:10px 10px 10px 10px;\npadding:35px 25px 15px 25px;\nbackground:url(https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/06\/beeldmerk-onestone-wit-2.svg) 100% 0% no-repeat scroll #d84d0c;\n}\n<\/style>\n<div  class='flex_column av-yu5ga-8a7e63a40f8c4a07d2bd4709a8e5210b av_one_full  avia-builder-el-9  el_after_av_three_fifth  avia-builder-el-last  first flex_column_div avia-full-stretch  '     ><style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-s7uqy-b7f10c2f84665b332a131540b46bb1ca\">\n#top .av_textblock_section.av-s7uqy-b7f10c2f84665b332a131540b46bb1ca .avia_textblock{\ncolor:#ffffff;\n}\n<\/style>\n<section  class='av_textblock_section av-s7uqy-b7f10c2f84665b332a131540b46bb1ca '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock av_inherit_color'  itemprop=\"text\" ><h3 style=\"text-align: center;\">Op de hoogte blijven?<\/h3>\n<p style=\"text-align: center;\">Benieuwd naar meer artikelen, expertinzichten of updates van Onestone<\/p>\n<p style=\"text-align: center;\">Volg ons dan op Social Media.<\/p>\n<\/div><\/section><br \/>\n<div  class='avia-buttonrow-wrap av-k9s4y-1ba5dc8dbc488e9f6c2b915bdfe923d3 avia-buttonrow-center  avia-builder-el-11  el_after_av_textblock  avia-builder-el-last '>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-fcrga-15838f5a89a17b08abf8e26ff2d6b205\">\n#top #wrap_all .avia-button.av-fcrga-15838f5a89a17b08abf8e26ff2d6b205{\nfont-size:18px;\nborder-radius:25px 25px 25px 25px;\nbox-shadow:none;\ntransition:all 0.4s ease-in-out;\npadding:10px 13px 10px 13px;\nmargin-bottom:30px;\nmargin-right:15px;\nmargin-left:15px;\n}\n#top #wrap_all .avia-button.av-fcrga-15838f5a89a17b08abf8e26ff2d6b205:hover .avia_button_background{\nborder-radius:25px 25px 25px 25px;\n}\n<\/style>\n<a href='https:\/\/www.linkedin.com\/company\/one-stone-nv\/'  class='avia-button av-fcrga-15838f5a89a17b08abf8e26ff2d6b205 avia-icon_select-yes-left-icon avia-size-small av-button-notext avia-color-light'  target=\"_blank\"  rel=\"noopener noreferrer\"  ><span class='avia_button_icon avia_button_icon_left avia-iconfont avia-font-entypo-fontello' data-av_icon='\ue8fc' data-av_iconfont='entypo-fontello' ><\/span><span class='avia_iconbox_title' ><\/span><\/a>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-8zzca-4d7b207d01ab184ef043aab0b265beae\">\n#top #wrap_all .avia-button.av-8zzca-4d7b207d01ab184ef043aab0b265beae{\nfont-size:18px;\nborder-radius:25px 25px 25px 25px;\nbox-shadow:none;\ntransition:all 0.4s ease-in-out;\npadding:10px 13px 10px 13px;\nmargin-bottom:30px;\nmargin-right:15px;\nmargin-left:15px;\n}\n#top #wrap_all .avia-button.av-8zzca-4d7b207d01ab184ef043aab0b265beae:hover .avia_button_background{\nborder-radius:25px 25px 25px 25px;\n}\n<\/style>\n<a href='https:\/\/twitter.com\/Onestone_says'  class='avia-button av-8zzca-4d7b207d01ab184ef043aab0b265beae avia-icon_select-yes-left-icon avia-size-small av-button-notext avia-color-light'  target=\"_blank\"  rel=\"noopener noreferrer\"  ><span class='avia_button_icon avia_button_icon_left avia-iconfont avia-font-entypo-fontello' data-av_icon='\ue932' data-av_iconfont='entypo-fontello' ><\/span><span class='avia_iconbox_title' ><\/span><\/a>\n<\/div><\/p><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Hoe je sneller, groter, sterker lijkt in de ogen van je klant. Dat lees je hier.<\/p>\n","protected":false},"author":23,"featured_media":691,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1,3],"tags":[14,13,35,12],"class_list":["post-690","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-strategie","category-tools-en-technieken","tag-customer-journey","tag-klanttevredenheid","tag-psychology-engineering","tag-service-concept"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Psychology Engineering, wat is het en hoe zet je dit effectief in<\/title>\n<meta name=\"description\" content=\"Psychology Engineering is een strategische methode die inzichten uit de psychologie inzet om de perceptie en het gedrag van klanten te be\u00efnvloeden.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, 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