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9:00Reception & coffee
9:30Opening by Willem Pieterson
The opening will be 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 is the conference host for the entire conference.10:00Break out sessions starting in round 1
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Please note: some sessions last longer than one round (45 minutes).
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.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.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.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).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.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.11:00Break out sessions starting in round 2
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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?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.12:00Break out sessions starting in round 3
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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.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?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.12:45Lunch
14:00Keynotes
The keynotes will be held in the Willem Burger Zaal (3rd floor).
Trust, Simplicity, Use
Since 1997, Gerry McGovern has spoken about digital customer experience in almost 40 countries.Closing thoughts: “Beware! Our past is killing our future”
In 1990, Jef Staes made a dramatic career switch from software engineer in digital telephony to training manager and Corporate Learning Officer. Since then Jef always wondered why today’s Educational System and Human Resources Management are not able to create the right learning and working environment, that enables and energizes passion for talents.
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