The residents who are looking for support under the Social Support Act (WMO) often have to cope with a limitation, which makes it not so obvious for them to “just drop by” for an appointment. In such cases, online suddenly becomes a logical way, but the digital barriers must be removed.
Challenge: The project aimed to optimize the digital service desk for WMO (Social Support Act) residents in Haarlem, recognizing that many of these residents may have limitations that make physical appointments less feasible.
Solution: With the shift to remote interactions during the COVID-19 pandemic, the project embraced new remote working methods. User research was conducted via video calls, and the team reevaluated the website's information based on customer journeys and personas. The steps for contacting an employee were refined to focus on unique inquiries, while routine requests could be handled digitally.
Outcome: The adjustments included eliminating duplicate questions, reducing confusion, and empowering residents to control the timing of follow-up phone calls. This streamlined approach enhances the online request process for residents seeking support under the WMO, ensuring accessibility and efficiency in their interactions with the digital service desk
Optimization of digital service desk for WMO residents in Haarlem.
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