Onze ideeën

Ineke houdt een pleidooi om leveranciers van Persoonlijke Gezondheidsomgevingen (PGO's) ervan te overtuigen dat zij pas echt succesvol zijn als ze gericht zijn op een waardevolle, authentieke en geloofwaardige gebruikservaring. Zo'n ervaring duiden wij aan als een True Experience (TrueX).

Zo'n 500 bezoekers vulden donderdag 17 november j.l. de zalen van MediaPlaza in de Utrechtse Jaarbeurs voor het jaarlijks congres Content marketing en Webredactie.

The growth of digital government initiatives – and open data specifically – is gathering pace. The UK’s top-of-government Government Digital Services (GDS) department, and projects such as the USA’s Data.gov, are creating transparency and opportunity that never existed before. 

A forerunner in citizen-centered, digital government services, the UK continues to attract attention for its efforts to change the way that citizens and government interact. So what should tommorow’s government services look like?

On 26 September, the Emerce eHealth conference took place in Amsterdam. Our own William van der Moolen attended, as part of his focus on the patient experience as it relates to healthcare. Here wrote a trip report capturing his thoughts and notes from the presentations that day.

In the third and final part of this three-part article, we identify various benefits and challenges in designing services with dialogues. We conclude that designing with dialogues in a separate abstraction layer, service ecosystems with multiple touch points can provide a much more coherent citizen experience for public services.

This three-part article is about a new technique in design projects for citizen-centred government services: the ‘dialogue’. We will introduce dialogues to the service design community and share our lessons learned in using this technique. We also want to explore how dialogues create a shared understanding and commitment among designers and internal stakeholders.

In the second part of this three-part article, we outline how we use dialogues in our six step service design process. From establishing the service essentials to using dialogues for prototyping and further growth of services in the public sector.

Earlier this year we looked at the role that service design is increasingly playing in government, reflecting a trend that is being picked up around the world. While it’s one thing for designers and external parties to suggest the discipline to government clients, what’s the view from “the inside”?