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'
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?
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'
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.
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.
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'
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?
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
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'
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.
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
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.
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'
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?
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'
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'
Project “Starting up smoothly” began with an experiment and evolved into a pilot trial involving three Finnish Government organisations.
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'
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.
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.Presentation 'How can you recognise bias in your designs?'
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'
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.
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'
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'
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.Presentation 'Improving services related to life events'
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?
The No escape room has been developed by the Dutch public employment service (UWV) to create awareness about inclusion.
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
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?Gids 'Digitale toegankelijkheid in jouw organisatie: wie doet wat? (Dutch)
In this panel discussion we will compare several ways of how to change the government to become more user-centered.
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?
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'
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.
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'
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'
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'
The User Needs First community developed the UX Maturity Score to help you benchmark your organisations or departments user friendliness.
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.
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.Presentation 'Visual canvases in support of EU Policy'
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).
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.