Wednesday 20 November

How to run a design system

So you’ve built your design system, but now what? How do you get people to use it and contribute to it? How do you make sure it continues to grow and improve over time?

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.

Service design ♥ Content strategy

Content strategy is an integral part of delivering services that work for users. We’re more likely to achieve the best outcome when everyone agrees how and where content can help users.

• Template: blank comms experience map
• Template: content opportunity plan
• Template: blank policy intent + persona slides

From AI hype to delivery – designing the world’s first multibot service

Project “Starting up smoothly” began with an experiment and evolved into a pilot trial involving three Finnish Government organisations.

• Blog: From demo to public pilot
• Blog: Starting up smoothly connecting government agency information through chatbots

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.

Intro to accessibility testing – CANCELLED

In this interactive workshop Beverley will give an introduction to accessibility and demonstrate some accessibility testing.

Design for inclusion

Together with TNO and Gebruiker Centraal, Keen Public has developed an inclusion toolkit. This workshop will explain the Why, How and What of Design for Inclusion and, by using the toolkit, you will experience how inclusion can help making (digital) products more accessible.

• Presentation 'Design for inclusion'
• Blog: What's the difference between digital accessibility and inclusion

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.

Web analytics for the public sector

Are web analytics harder ot apply in the public sector than in e-commerce? Not anymore! In this session you will learn a mind-set as well as a practical framework for web analytics in the public (government).

• Presentation 'Webanalytics for the public sector'
• Blog: Webanalytics in de publieke sector (Dutch)

Building a design system for government

Governments are systems, that complexity and structure informs how you create a design system to serve it. What does it mean to create a system for a system?

How to collaborate with other organisations and professions on end-to-end services

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.

• Blog: Why you should set up a service community
• Video of presentation 'How to collaborate with other organisations and professions on end-to-end services'

Panel session: How to organise accessibility?

Panel session: How to organise accessibility?

Co-designing with indigenous Australians

The Department of Industry, Innovation & Science is exploring how government’s business support programs can better meet the needs of Indigenous Australians and are easier to access.

No Escape Room

The No escape room has been developed by the Dutch public employment service (UWV) to create awareness about inclusion.

How the voices of the citizens can shape digital services in the government

In this session Haoting will share selected cases that show how citizens have worked with the Government and other stakeholders to help shape new or existing digital Government services. She will also explain how she and the team designed the cooperation.

Designing tools that connect election officials and immigrant communities

It’s estimated that there are 11 million naturalized citizens in the U.S. who are eligible to vote but are not voting. We wondered to what extent language was a barrier. What could we design to help election officials connect with new citizens before the presidential election in 2020?

• Presentation 'Designing tools that connect election officials and immigrant communities'
• Blog: What we learned about the experiences of new Americans

How to prepare and motivate civil servants for meaningful fieldwork

Points of discussion: - how to increase civil servants' empathy with end-users; - how to support civil servants throughout different stages of fieldwork and synthesis;

Designing for voice interfaces

As voice assistants are becoming more reliable they are becoming the first choice for searching for and digesting content on the go.

Create impact by making user research accessible to everyone

First we will talk about the definition of a customer insight. Next we will explain (by doing it) how to gain valuable customer insights from your user research.

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.

Panel session: Perspectives – how to make your government user-centered?

In this panel discussion we will compare several ways of how to change the government to become more user-centered. 

• Perspective Kara Kane (Community Lead for user-centered design – United Kingdom)
• Perspective Johan Groenen (Managing partner at TiltShift, and board secretary at Code for NL – The Netherlands),
• Perspective Seger de Laaf (Program Manager Enterprise Agency – The Netherlands),
• Perspective Sander Haaksma (Agile, Scaled Agile Framework (SAFE), Lean UX, Strategy, User Centered Design, Usability, A11y – The Netherlands)

How to run a design system

So you’ve built your design system, but now what? How do you get people to use it and contribute to it? How do you make sure it continues to grow and improve over time?

Building a design system for government

Governments are systems, that complexity and structure informs how you create a design system to serve it. What does it mean to create a system for a system?

How to collaborate with other organisations and professions on end-to-end services

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.

• Blog: Why you should set up a service community
• Video of presentation 'How to collaborate with other organisations and professions on end-to-end services'

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.

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

Trolleys, veils and prisoners: The case for accessibility from philosophical ethics

Learn how to make a better case for accessible websites and hear about how infamous philosophical thought experiments apply to the world of web accessibility.

Designing for voice interfaces

As voice assistants are becoming more reliable they are becoming the first choice for searching for and digesting content on the go.

The implementation of web accessibility, factors of resistence and support

Eric will give a very interesting talk about five measures that an organization can take that are scientifically proven to produce lasting results.