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9:00Reception & coffee
9:45Opening by conference host Willem Pieterson
The opening and keynotes will be held in the Willem Burgerzaal on the 3rd floor.
Welcome
Willem Pieterson is a senior level researcher / consultant with extensive (project) management experience in the areas of (multi-channel) service delivery, organizational development and digitalisation. Willem was the conference host for the entire conference.Blog 'De Denen doen het beter' - blog op GebruikerCentraal.nl (Dutch)
10:00 Keynotes
Measuring service quality
Conference host Willem Pieterson will give the latest insights of the recent research conducted in The Netherlands to develop a new model to measure service quality, in an international perspective. (Due to unfortunate circumstances, keynote speaker Reinier van Zutphen is not able to attend the conference.) Designing Digital to meet User Needs
The Government Digital Strategy committed Departments to redesigning all existing Government services that serve more than 100,000 users each year. Maude’s office estimated that moving services from offline to digital channels could save approximately £1.8 billion a year. Between 2010 and 2015 savings in the UK Government’s running costs as a result of Maude’s Efficiency and Reform programme amounted to £52 billion.Digital Social Innovation: Taiwan Can Help
When we see “internet of things”, let’s make it an internet of beings.
When we see “virtual reality”, let’s make it a shared reality.
When we see “machine learning”, let’s make it collaborative learning.
When we see “user experience”, let’s make it about human experience.
When we hear “the singularity is near”, let us remember: the Plurality is here.12:00Lunch
After a short wrap-up by conference host Willem Pieterson, we offer a complementary vegetarian lunch on the first floor.
13:15Breakout sessions starting in round 1
Scroll to round 2 | Scroll to round 3
Please note: some sessions last longer than one round (45 minutes).
Optimal Digital workshop game: become a certified game leader
The game Optimal Digital is a workshop in game form. Goal is to improve your (digital) services. You play this hard copy game with your team or with stakeholders.Optimal Digital workshop game: become a certified game leader
Getting started with content design
Content design is a well described method for user centered content. However, like everything in life, it is easy to understand but requires practice to master.Visual canvases in support of EU Policy
Two canvases designed at the EU Policy Lab will reveal the inner nature of platforms and of social economy. The canvases can be used by practitioners to structure new projects and/or by policymakers to map several cases in a consistent way.Conducting inclusive research with linguistic minorities
There are unique challenges for individuals when it comes to accessing a service that isn’t in their primary language. It’s not just about translating content from one language to another – language is complex; it spans formats, cultures and contexts.Creating a digital innovation culture in Europe
Roeselare (B), Aalborg (DK) and Rotterdam (NL) share their findings on the advantages and challenges of working trans-nationally. What did we learn from each other in the different (design thinking) experiments?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.Presentation 'Designing services that use emerging technology'
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.Using design fiction to explore possible future experiences
When we are dealing with future & foresight, all often our view is blurred by idealistic hopes or prefabricated narratives. To see the possibilities and threats of different scenarios more clearly, we need to dive deeper.
How can you recognise bias in your designs?
Everyone has bias. As soon as we are able to accept this we can start to address it. This talk will go through some ways to think about how we can understand our bias, not only in our design work but also in our processes and methodology. Most importantly - we will also learn what we can do about it.Co-creation strategies – working with Virtual Reality, Digi-coaches and IT-cafés
This workshop will focus on co-creation strategies for two projects based on ideas from people with learning disabilities, namely: Virtual Reality and Digi-coaches & IT-cafés. We will focus on design methods to build up capacity in your organization and empower vulnerable people to use different digital tools.Presentation 'Co-creation strategies – working with Virtual Reality, Digi-coaches and IT-cafés'
Improving services related to life events
We have accepted the challenge to harmonize government services and ensure a smooth end-to-end user experience, Based on real life problems encountered by real people, proposals are made to re-structure chains in both the citizen and the entrepreneurial domain.No Escape Room
The No escape room has been developed by the Dutch public employment service (UWV) to create awareness about inclusion.14:15Breakout sessions starting in round 2
Scroll to round 1 | Scroll to round 3
Empowering kids, parents & youth professionals to deal with privacy issues
Privacy laws are complicated. To really empower vulnerable young people, their parents and care professionals, we created a smart PrivacyApp. We translated legal text into separate flows based on actual questions.Presentation 'Empowering kids, parents & youth professionals to deal with privacy issues'
Build your own decision aid to improve services in the social domain
Because, objectively, no medical treatment is 'the best', decision aids in healthcare allow doctors and patients to make shared decisions.Presentation 'Build your own decision aid to improve services in the social domain'
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.Presentation 'Prototyping in policy-making, practices and theories on experimentation'
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.Designing with users: A recipe for optimising your digital content
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 has a investment in the result.Presentation 'Designing with users: A recipe for optimising your digital content'
How can you recognise bias in your designs?
Everyone has bias. As soon as we are able to accept this we can start to address it. This talk will go through some ways to think about how we can understand our bias, not only in our design work but also in our processes and methodology. Most importantly - we will also learn what we can do about it.15:15Breakout sessions starting in round 3
Scroll to round 1 | Scroll to round 2
Empowering kids, parents & youth professionals to deal with privacy issues
Privacy laws are complicated. To really empower vulnerable young people, their parents and care professionals, we created a smart PrivacyApp. We translated legal text into separate flows based on actual questions.Presentation 'Empowering kids, parents & youth professionals to deal with privacy issues'
Users First Maturity score
The User Needs First community developed the UX Maturity Score to help you benchmark your organisations or departments user friendliness.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.Presentation 'Data informed experience design: from framework to dashboards'
What’s it really like to design public policy?
In this session you will experience what's like to design public policy. You will be part of team creatively coming up with user-centred solutions for policy challenges experienced in the UK Department for Education whilst navigating the ever-changing political landscape we work in.Panel session: The future of government services (featuring Audrey Tang & Francis Maude)
In this panel government non-conformist Wouter Welling will challenge the international panelists to voice their opinions on the future of government services. Can we achieve a government that is obsessed with serving civilians?From traditional letters to illustrated letters
How to make an illustrated letter. Come to this workshop and discover why we developed illustrated letters and how we created them with our citizens.Presentation 'From traditional letters to illustrated letters'
16:00Networking & drinks
On the first floor.
20:00Informal gathering
In the evening you can meet up in Rotterdam for an informal bite to eat and/or drinks.
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