This paper explores a key friction in service delivery that is inherent in forms – the ubiquitous and seemingly...
Tag: civic tech
How a Government Organisation Evolved to Embrace Ethnographic Methods for Service (and Team) Resilience: The Case of the Canadian Digital Service
Government websites and online services are often built with limited input from the people they serve. This approach limits their ability to respond to ever changing needs and contexts. This case study describes...
Designing and Envisioning a More Resilient Social System: How to Start from What’s Good to Create Something Better in Public Services
Segurança Social (Portugal’s Social Security System) offers multiple service channels to the people. However, they were not perceived as a whole because the assistance was not standard, depending on the channel...
Democratization and Research: Can Ethnography Save Itself?
With a strategic analysis of the push to “democratize” research—to open the research practice to...
Career Pivots: A Day in the Life of Researchers Working in Government and NGOs
Increasingly, governments and NGOs are employing ethnographers and UX professionals, including a good number of...
Navigating Frictions in Civic Tech
Civic tech is a growing field and an increasingly critical space for service delivery and participation in public...
Becoming Digitally Resilient: Understanding the Gap between Online Government Services and Low Ability Users
In the Netherlands, approximately 2.5M people struggle to use technology in their daily life and are unable to use online governmental services independently. People with low digital literacy are increasingly...