Read more about the breakout sessions at the Design in Government Conference Rotterdam 18-20 November 2019.
Let’s bring empathy back to the heart of digital government
by Maike Klip – User researcher at Dienst Uitvoering Onderwijs
In this talk Maike will take you on the journey that she has started when she began her design research project a year ago.
Data Driven Customer Experience
by Robert Vels – Improving customer experience projects at RVO
The Dutch Enterprise Agency (RVO.nl) is using data to improve customer experience. In this workshop they will tell you about our approach, results and learnings.
Improvement of services through life events
by Han Rouw – Project manager at the intersection of communication and services at Ministery of General Affairs, government program Mens Centraal
Dutch Ministries, the Chamber of Commerce and our ‘Mens Centraal’ program have accepted the challenge to harmonize government services and ensure a smooth end-to-end user experience, based on life events.
How to collaborate with other organisations and professions/functions on end-to-end services
by Ignacia Orellana, Will Harmer, Kuba Bartwicki – service and interaction designers project service communities at Government Digital Service, Cabinet Office of the UK government
In this session, we will get participants to think about what parts of the public sector in their respective countries are involved in journeys that users try to complete.
Co-creation strategies – working with Virtual Reality, Digi-coaches and it-cafés
by Lajla Holtebo Gregersen- Project manager at the Department for Elderly and Disabled
This workshop will focus on co-creation strategies with two projects based on ideas from people with learning disabilities, namely: Virtual Reality and Digi-coaches & it-cafés. We focus on design methods to build up capacity in your organization and empowering vulnerable people to use different digital tools.
Data informed experience design: from analytics framework to touchpoint and journey dashboards
by Rob van der Haar – Principal Consultant at Informaat Expereince Design
Based on a recent consultancy work for Binckbank, a Amsterdam based, international financial service provider, I would like to share how we developed an analytics framework and how we used the framework to create touchpoint and journey dashboards to enable data informed experience design.
Create impact by making user research accessible to everyone
by Marijke Dekker at Sticktail
First, we will talk about the definition of a customer insight. Then we will explain (by doing) how to gain valuable customer insights from your user research. This will be clarified by concrete examples of the Dutch government organization for education: DUO. Finally, we will start with the most important part of our workshop: learning how to make your customer insights accessible to everyone in the workshop.
Webanalytics for the public sector
by Toon Vuursteen – senior webanalist at De Rechtspraak Judicial system Netherlands
Web analytics in government is harder to do than in e-commerce? Not anymore! In this session you wil learn a mind-set as well as a practical framework for web analytics in government.
Toon Vuursteen, a Dutch thought leader in web analytics applied to government websites, developed a kpi-framework (and a working method) that empowers web teams in data-driven improvement of there websites.
Trolleys, veils and prisoners: the case for accessibility from philosophical
by Hidde de Vries – front-end developer at W3C
One good reason to make accessible websites is that doing so is the right thing. Doing the right thing has been a concern for the field of philosophical ethics for centuries. This talk applies infamous philosophical thought experiments to the world of web accessibility, to help attendees make a better case for more accessible sites.
Crafting a Trauma-Informed Practice
by Aditi Joshi – design researcher at Code for America
This session will focus on how we might use trauma-informed care when engaging and designing with these populations. We will walk through tools that can be used both when researching with participants as well as when beginning the design process.
How to implement user centricity at large government organizations?
by Daniëlle Koning and Franklin Heijnen – creative director at Deloitte and UWV
UWV (Dutch Employee Agency) is a frontrunner in applying design thinking and putting the customer (journey) first. What are success factors and pitfalls? How to co-create with users/citizens? How to scale from one journey to multiple journeys and teams? UWV and Deloitte will share practical learnings on how to implement a user centred way of working in large government organisations.
Tackling financial crime in UK prisons
by Rose Faulkner – Product and Delivery Manager at Ministry of Justice
This presentation will give an overview of this journey, the challenges, benefits and how our digital services are playing a key role in modernising working practices in prisons.
Using design fiction to explore possible future experiences
by Susanne Junglas – XD Director at Denkwerk GMBH
This workshop strives to show how speculative design methods can be used to uncover blind spots in user research for future topics.
Building a Design System for Government
by Michael Bonfiglio, Sonali Zaveri – Product Designers at OpenGov
This presentation is about Governments systems, that complexity and structure informs how you create a design system to serve it.
From investigation to exploration – a cultural movement at the Swedish Agency for Economic and Regional Growth!”
by Henrik Arwidsson – change management and service design at Antrop
This talk is about the introduction of service design at the government agency and how we have made a cultural transformation from investigation to exploration through new customer-oriented working methods and environments.
Designing with users: A recipe for optimizing your digital content
by Patrick Lajeunesse – user experience design and research at Digital Transformation Office, Treasury Board of Canada Secretariat
Learn how to design content that you know will work. This session covers a content-improvement process you can use to test, design, prototype, and re-test revisions, with users at the forefront. Work with your partners so everyone is invested in the result. See your changes go live sooner rather than later.
Creating a Digital innovation culture: Aalborg (Dk), Roeselare (B) and Rotterdam
by Esmeralde Marsman – Procesmanager Klant Innovatie Centrum at Gemeente Rotterdam
What are the advantages to work together on digital Innovation within Europe? In Interreg NSR project Like! the cities of Roeselare, Aalborg en Rotterdam worked closely together in creating a local digital innovation culture. In the inspiration session they share their findings and results on the advantages and challenges to work transnational.
Is agile even possible in Government? An outsider perspective
by Paulina Bustos Arellano – public interest technologist at Cívica Digital
For the last 4 years Cívica Digital has worked with governments creating technology and most recently delivering digital services. They have tried to implement an Agile approach and would love to host this discussion and possibly come up with more questions. They will lead a conversation with examples and real use cases from México.
Supporting the finnish digital transformation, Suomidigi platform
by Maria Vuorensola – design specialist at Population Register Centre of Finland
Maria will Introduce of 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-centric public services. And the story behind our new service, how it is built and designed and what kind of network model was chosen to boost the ecosystem.
10 things we learned while delivering 300 Digital Services in 8 weeks
by Paulina Bustos Arellano – public interest technologist at Cívica Digital
In this session The Civica Digital’s team wants to share how they worked with the state of Baja California Sur on delivering 300 Digital Services. During this time they trained about +110 public servants in creating Personas, Empathy Maps and Customer Journeys and use a citizen centered approach in delivering their Services.
Using digital to turbo-charge your customer experience: Lessons from the U.S. veterans health care system
by Andy Lewandowski – product and design strategist at United States Digital Service
In this session, they will argue for the strategic use of digital solutions to help drive faster innovation to the overall customer experience (CX) — across channels and mediums. They will present a case study of how this strategy is working at the U.S. Department of Veterans Affairs, which runs the largest integrated health care system in the United States.
How to empower vulnerable young people dealing with privacy issues
by John Galinsky – content and information designer at Coform
In a four-part interactive session, they show and teach participants how to consistently think, act and write form the young persons’ perspective. And that it really works.
Inclusive Design: making governement services inclusive for a large diversity of people
by Rosie Paulissen, Jeroen Havinga at TNO and Keen Public
Get acquainted with Inclusive Design and learn how to apply it in this interactive workshop. They will be using the approach and materials from the Gebruiker Centraal toolkit Inclusie.
Voice interaction as an assistive technology
by Rafal Drewnowski – Senior User experience designer, EConsultancy
Rafal and Kaisa will show voice interaction design examples from the MOT project and will cover a bit of theory and a lot of practice.
Designing for voice interfaces
by Rafał Drewnowski – Senior User experience designer at EConsultancy
As voice assistants become more reliable, they are becoming the first choice for searching and consuming content on the go. If designed mindfully, they can also be a powerful assistive technology, bringing the world to people with different accessibility needs. Kaisa and Ralph will show voice interaction design examples from the MOT project, will cover a bit of theory and a lot of practice.
Users First Maturity score
by Margot Lagendijk – member of Gebruiker Centraal (Users First community)
Explanation of how the maturityscore is developed, what you can do with it and let people fill out the questionnair themselves.
From traditional letters to illustrated letters
by Esmeralde Marsman (Rotterdam-NL) and Leanne Bulten (Eindhoven-NL)
This masterclass shows you how to make an illustrated letter. Do it yourself. Focus will be on A/B testing with users!
How can you recognise bias in your designs?
by Vimla Appadoo – Service Designer at Digital Bridge
Everyone has bias.
As soon as we are able to accept that we can start to address it. This talk will go through some ways to think about how we can not only understand our bias in our design work but also our process and methodology. And most importantly, what we can do about it.
Service design for Innovation
by Kay Dale – Service designer at Government Digital Service
Kay will share lessons learnt on how he applies service design to the space of emerging technologies such as AI and IOT. He will share the barriers they have faced when trying to integrate these technologies into public services and how we have overcome them and discuss if these technologies can be used for public good and how to ensure our citizens are protected from adverse effects.
Integrating health and social care in local neighbourhoods: turning ideas into action
by Maia Tarling-Hunter Senior Design Researcher at FutureGov
An interactive workshop Introducing some of the tools and techniques FutureGov and Innovation Unit have used to build design, research and prototyping capability amongst the teams in Doncaster.