As the systems within the municipal organization become increasingly able to exchange data about citizens, the question arose what is relevant to the citizens themselves. The municipality — information provision department — asked for new ideas that went beyond a table with numbers and titles. We finally decided to make prototypes of conceptual proposals based on identified pain points and present them to citizens. A clear insight into “current affairs” thus became the starting point. During user tests, concepts were also presented that cleverly combined existing information, so that citizens have to spend less time searching through different sub-sites
Involving residents in digital services: a first step
UX Design and Prototyping: For this pilot, I conducted user research both through desk research and user interviews during test sessions. The goal? Identify the pain points and wishes of both residents and the municipal organization. What do residents really need? And how can municipal systems better support them via a personal portal?
Concept proposal development: I was actively involved in creating concept proposals for the portal. These proposals were intended to introduce new ideas and functionalities that would directly benefit residents.
User testing and improvement: I participated in user test sessions to assess the usability and effectiveness of our concept proposals and prototypes. With the feedback from these tests, we were able to refine and improve the design.
Collaboration: I worked closely with the municipal team to understand their specific requirements and goals. Good communication and collaboration with the editorial team, the software team and the wares are crucial to the project.
Capture and UX Strategy I documented the UX process, from prototyping to user test results and detailed specifications.
mijn.haarlem.nl is still under development and should become the focal point for Haarlemmers to view personal data and monitor municipal affairs. Through the Live Panel, comments and ideas are collected and tested with residents. The organization is paying more and more attention to involving citizens and other stakeholders in design choices in digitization processes.
What about my request? Do they need anything else from me? The pilot forms the basis for further development.
Interested in collaborating or having a good conversation?
