Sessions
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'
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?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'
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.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.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.Presentation 'Create impact by making user research accessible to everyone'
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?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.Underlined at the International Design in Government Conference
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'
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.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.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.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 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?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'
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'
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.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'
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.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.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.Presentation 'How the voices of the citizens can shape digital services in the government'
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.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;Presentation 'How to prepare and motivate civil servants for meaningful fieldwork'
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?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.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?No Escape Room
The No escape room has been developed by the Dutch public employment service (UWV) to create awareness about inclusion.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
Overcoming barriers to good government services
Often, government services aren’t meeting user needs. While many people and organisations around the world are working towards creating joined-up, trusted government services, they face a range of internal and external barriers. In this extended hands-on session, we will explore what good government services look like, what barriers we are facing in creating them, and how to overcome those impediments.Panel session: How to organise accessibility?
Panel session: How to organise accessibility?Gids 'Digitale toegankelijkheid in jouw organisatie: wie doet wat? (Dutch)
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)
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?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'
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.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.Presentation 'Success factors for applying service design in government organisations'
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.Presentation 'Supporting the Finnish digital transformation, Suomidigi platform'
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.Presentation 'Trolleys, veils and prisoners: The case for accessibility from philosophical ethics'
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