This paper explores a key friction in service delivery that is inherent in forms – the ubiquitous and seemingly...
Tag: public services
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...
Unveiling the Human Experience of Medicaid Renewals: Using a Data-Driven and Human-Centered Design Approach to Improve Public Service Delivery
This case study demonstrates how a transdisciplinary, human-centered approach to research and process...
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...