In-depth interviews
How is your product or service being used? What expectations are there in the organisation? In-depth interviews provide rich information from all kinds of different stakeholders.
The citizen as a starting point in the a complex context
Some services are complex. There is a need for coordination between different internal and external services and an elaborate decision framework. It is a difficult balance to keep the complexity on the inside and keep it as simple as possible for the applicant or end user.
Inclusive service delivery requires a comprehensive approach that focuses on three main pillars:
- Providing support to citizens and staff to remove barriers, think public digital access spaces or tutorials.
- Employing human-centred design to tailor services to users' needs.
- Buy-in within the organisation to embrace inclusion as a shared responsibility.
By interacting these 3 pillars and always putting the user at the centre of every design and continuously experimenting, testing and improving, local governments create an accessible and forward-looking service offering that reaches everyone.
The impact of the City Deal: e-inclusion by design
Two coaches from Knight Moves, together with two coaches from Twisted Studio, set to work to train and guide a network of 13 Flemish cities and the VGC Brussels in the approach of human-centred design.
With various training moments, boost sessions, coaching and, above all, a lot of trying and experimenting, the different cities got to know and apply the tools of human-centred design.
Discover the Human-centred Design Toolbox
In the online and physical Human-centred Design Toolbox (only available in Dutch) you will find a lot of information to get started with human-centred design. To involve your target group from day one, conduct research and come up with solutions that really meet their needs.
Still looking for what the Toolbox can do for you? In a one-day training course, we guide you through the different elements and together discover a plan of approach for a project tailored to your municipality.
Our methods for inclusive services
We are happy to help you with research and design, as well as training and supporting colleagues:
Inclusive recruitment
How do you involve the right people in your project? Through inclusive recruitment, you involve the right people at the right time.
Actionable policy
Support in translating (e-inclusion) policy goals into supported and ambitious but achievable actions.
Experimentation
How do we bring our prototype to users for feedback? Validate your idea with users.
Boost sessions
What if time is tight? With boost sessions, we can quickly and actively examine concrete topics.
Applied coaching
Want to apply theory in a safe environment? Applied coaching allows you to experiment with human-centred design supported by our expert coaches.
