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Home Programme overview Wednesday 20 November

Wednesday 20 November

Download programme (pdf, 458 kB)

9:00
Reception & coffee

9:30
Opening by Willem Pieterson

The opening will be in the Willem Burgerzaal on the 3rd floor.

10:00
Break out sessions starting in round 1

Scroll to round 2 | Scroll to round 3

Please note: some sessions last longer than one round (45 minutes).

How to run a design system

Tim Paul

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?

Video of presentation 'How to run a design system'

Optimal Digital workshop game: become a certified game leader

Ineke Graumans

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

Service design ♥ Content strategy

Tory Dunn, Phil Hogg

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

Janne Mattila, Suse Miessner

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

Daniëlle Koning, Franklin Heijnen

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.

Presentation 'Success factors for applying service design in government organisations'

Intro to accessibility testing – CANCELLED

Beverley Newing

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

Design for inclusion

Jeroen Havinga, Rosie Paulissen

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

Robert Vels

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.

Underlined at the International Design in Government Conference

Web analytics for the public sector

Toon Vuursteen

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

Michael Bonfiglio, Sonali Zaveri

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

Ignacia Orellana, Will Harmer

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?

Eric Velleman, Raph de Rooij, Wim van Iersel, Patrick Berckmans, Iacobien Riezebosch

Panel session: How to organise accessibility?

Gids 'Digitale toegankelijkheid in jouw organisatie: wie doet wat? (Dutch)

Co-designing with indigenous Australians

Necia Fisher

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

Marianne Schimmel

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

11:00
Break out sessions starting in round 2

Scroll to round 1 | Scroll to round 3

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

Haoting Chang

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.

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

Designing tools that connect election officials and immigrant communities

Christopher Patten

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

Daniel Kotsjuba, Merilin Truuväärt, Helelyn Tammsaar

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

Presentation 'How to prepare and motivate civil servants for meaningful fieldwork'

Designing for voice interfaces

Ralph Drewnowski

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

Blog: Voice first is the way to design services

Create impact by making user research accessible to everyone

Marijke Dekker, Rozemarijn Ubbink

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.

Presentation 'Create impact by making user research accessible to everyone'

Supporting the Finnish digital transformation, Suomidigi platform

Maria Vuorensola, Henriikka Eloluoto

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.

Presentation 'Supporting the Finnish digital transformation, Suomidigi platform'

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

Carolien Nicolai, Sander Haaksma, Kara Kane, Seger de Laaf, Johan Groenen

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)

12:00
Break out sessions starting in round 3

Scroll to round 1 | Scroll to round 2

How to run a design system

Tim Paul

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?

Video of presentation 'How to run a design system'

Building a design system for government

Michael Bonfiglio, Sonali Zaveri

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

Ignacia Orellana, Will Harmer

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 Vuorensola, Henriikka Eloluoto

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.

Presentation 'Supporting the Finnish digital transformation, Suomidigi platform'

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

Maike Klip

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

Hidde de Vries

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.

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

Designing for voice interfaces

Ralph Drewnowski

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

Blog: Voice first is the way to design services

The implementation of web accessibility, factors of resistence and support

Eric Velleman

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

12:45
Lunch

14:00
Keynotes

The keynotes will be held in the Willem Burger Zaal (3rd floor).

Trust, Simplicity, Use

Speaker
Gerry McGovern (Ireland)
Since 1997, Gerry McGovern has spoken about digital customer experience in almost 40 countries.
  • Video of keynote Gerry McGovern
  • Presentation 'Trust, Simplicity, Use'

Closing thoughts: “Beware! Our past is killing our future”

Profile picture Jef Staes
Speaker
Jef Staes (Belgium)
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.
  • Video of keynote Jef Staes
  • Presentation 'Closing thoughts: “Beware! Our past is killing our future”'

15:30
Closing words by conference host Willem Pieterson

15:45
Drinks and DJ

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