Intermediate

Let’s bring empathy back into the heart of digital government

The makers and users of digital government have lost their connection. People no langer talk to people, they talk to computers. How then can we expect digital government to work in an empathic way?

• Presentation 'Let’s bring empathy back into the heart of digital government'
• Blog: The compassionate civil servant

Data informed experience design: from framework to dashboards

The role qualitative and quantitative data plays when designing customer, employee and citizen experiences is growing in importance. The digital transformations of public and private organizations have been a major accelerator of this.

Data driven customer experience

Are you already working with customer-journey maps and would you like to take the next step? This workshop starts to connect your journey map to data so you can gain valuable insights what has an impact for your customers and for you.

Designing policies and services that care

In order to truly redesign government service delivery to care equitably for everyone, we must first recognize the ways trauma has impacted the populations we are trying to serve and the system we are working within.

• Blog: Rethinking the notifications process
• Presentation 'Designing policies and services that care'

Working together differently in neighbourhoods

This session will explore the emerging approach for integrated neighbourhood working being implemented in Doncaster, UK – a challenging, economically disadvantaged area of the UK.

Users First Maturity score

The User Needs First community developed the UX Maturity Score to help you benchmark your organisations or departments user friendliness.

• Presentation 'Users First Maturity score'
• Questionnaire Users First Maturity score'

Supporting the Finnish digital transformation, Suomidigi platform

Maria and her team will introduce the new Suomidigi platform that gathers information, important laws, acts and instructions from different themes that are crucial when leading and creating digital and user centered public services.

Prototyping in policy-making, practices and theories on experimentation

Policy experimentation is playing an increasing role in understanding what works and how it works. These experiments are used to learn or test policies, programmes and services before a large scale implementation.

Designing services that use emerging technology

The GovTech Catalyst, launched in November 2017, is an experimental programme to understand how emerging technologies can help us make services better for users.

Success factors for applying service design in government organisations

Design-thinking and service design are used to improve services bases on real (client) needs. UWV (Dutch Employee Agency) is a front runner in putting the customer first and configuring multi-disciplinary teams that learn, act and deliver on the basis of their clients'pain and gains. UWV and Deloitte will share how experience has taught them to start small and scale up fast.