Main activities in the project
- Holistic service design, user journey mapping based on user research.
- Deconstruction of 600+ existing letters.
- Mapping of relevant IT systems.
- Concept development for short-term improvement.
- Concept visions for future communication strategy.
- Mangement presentations for client and other relevant stakeholders.
02User involvement: Understanding the letters as part of a journey
We had a holistic approach to the project and wanted to understand not just the letters in isolation but as part of a larger communication context. To gain a better understanding of the user perspective, we held six co-creation sessions each with 3-4 people. In these sessions, we mapped each of the participants journey related to business domain just as they were asked to critique specific letters.
03Deconstructing letters to redesign structures and content.
One part of the project focused on improving the letters in the existing platform landscape. This meant creating concepts for responsive, interactive letters. To do this, we analyzed more than 600 letters, which we divided into overall categories. We then deconstructed a sample of these letters to get a sense of the different types of content blocks
To generate concepts, we sketched and prototyped on a series of ideas. We then improved on these through internal crit session, user testing, and technical validation. We adjusted the concepts in order to propose feasible solutions that would integrate well into the existing IT platforms.
04Kill the letter. Design for flexible interactions!
Beyond concepts that could be quickly implemented, we completely re-envisioned the communication between citizens and the public sector. o make their communication truly digital, we recommended them to rethink their entire platform landscape and reconsider which content should be distributed where. Inspired by omnichannel strategies, we wanted them to think in platform-independent communication, where data and information can be dynamically presented across platforms.