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.

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.

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.

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? 

• Presentation 'Creating a digital innovation culture in Europe: SMART-city'
• Presentation 'Creating a digital innovation culture in Europe: Chatbots'
• Presentation 'Creating a digital innovation culture in Europe: Design Thinking'

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.

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.

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

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.

• Blog: Rethinking the notifications process
• Presentation 'Designing policies and services that care'

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.

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

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.

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.

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

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.

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.

• Blog: Waarom inwoners gebaat zijn bij minder redacteuren (Dutch)

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.

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'

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;

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?

• Presentation 'Let’s bring empathy back into the heart of digital government'
• Blog: The compassionate civil servant

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.

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.

• Presentation 'Overcoming barriers to good government services'
• Tasksheet
• Define barrier sheet
• Sheet Unpick the barrier

Panel session: How to organise accessibility?

Panel session: How to organise accessibility?

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.

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

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.

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.

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.

Users First Maturity score

The User Needs First community developed the UX Maturity Score to help you benchmark your organisations or departments user friendliness.

• Presentation 'Users First Maturity score'
• Questionnaire Users First Maturity score'

Using design fiction to explore possible future experiences

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.

• Trendmap
• Insight statement
• Springboards
• Future Thinking
• Future Casting Canvas

Visual canvases in support of EU Policy

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.

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)

What’s it really like to design public policy?

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.

Working together differently in neighbourhoods

This session will explore the emerging approach for integrated neighbourhood working being implemented in Doncaster, UK – a challenging, economically disadvantaged area of the UK.