How can we build a user-centric design community for and with public services in Belgium?
How can we build a user-centric design community for and with public services in Belgium?
Federal Public Service Policy and Support (BOSA), Namahn
Federal Public Service Policy and Support (BOSA), Namahn
Challenge
How do you apply design thinking and user-centricity throughout all government organisations? Federal Public Service (FPS) BOSA, Policy and Support, facilitates the digital transformation of Belgium's different federal public services. The client initially asked us to design a 'digital playbook' after other consultants indicated that this would be a good move in their mission to support public services in their digital transformation. BOSA has the core belief that user-centricity is crucial for an agile government. We designed the first version of the Digital Playbook but, after multiple iterations of user research, the concept for the Digital Open network was born, which goes beyond a website.
Solution
The Digital Open network inspires, supports, and connects federal employees who want to transform their services for and with citizens. To raise awareness, we publish exemplary cases and organise networking events. Expert support is provided through collaboration opportunities (via a user-centric design framework contract). Furthermore, customised training courses and masterclasses build capabilities and confidence. Finally, the Digital Open Network wants to activate federal employees to start applying user-centric design methods independently. We make the tools of the Playbook specifically for the governmental context. Ambassadors within the network share their insights and evangelise the approach within their organisations.
Approach
We adapted a pilot approach to test the hypothesis that a community was necessary to raise awareness and get buy-in for user-centricity in government. We set clear indicators to measure the effectiveness of our interventions, focusing on reach and engagement. Most interventions were prototyped and tested before running them on a full-scale and improving along the way. We complemented the quantitative approach with rounds of qualitative research (interviews) to uncover more opportunities and adapt our interventions along the way. An example of such a shift based on user insights is the following: in our training offering, and this even before the covid-pandemic, we shifted to e-learning content (short videos) instead of focussing only on full-day training. Asynchronous online learning allows civic workers to learn at their own pace. They have busy periods (responding to unforeseen circumstances and political priorities) and calmer periods (linked to the budgeting cycles).
Team
+ Yalenka Mariën, project lead & designer
+ Jeroen Depuydt, designer
+ Klara Demyttenaere, designer
+ Marie Mervaillie, designer
+ Olivier Renard, designer