29 June 2013

Design in Service: Crafting the Citizen Experience

Be the first to share

Many agree that a combination of factors – a demand for better user experience, the rise of ubiquitous technologies and more readily accessible datasets – present the conditions necessary for a more enjoyable life as a citizen of our country. But necessity is just the mother of invention; it takes hard work to get there. To narrow the gap between today’s promises and tomorrow’s opportunities, designers are increasingly intent on improving what’s known as the citizen experience.

Anyone who’s interacted with an office of their local government knows that the public sector works as best as it can to serve the needs of its constituents. Organizations frequently adopt and adapt solutions along the way which inevitably introduces inefficiencies. Inefficiency, however, is something for which user-centered design is well suited. It’s just rarely the case that these two parties meet in the middle, despite the fact that they have so much to gain from one another.

Be the first to share
19 April 2016
Co-creating policy and public services in Ireland
Governments, public sector and community organisations are addressing increasingly complex challenges such as the ageing society, climate change, sustainable behaviour change, youth unemployment, impacts of austerity, health, housing and homelessness. They are doing this at a …
2 April 2016
A selection of Interaction 16 videos
In this post we highlight a number of Interaction 16 conference videos especially relevant to the Putting People First readers. They are grouped thematically. Algorithm-inspired design Crowds, algorithms and computations: The new materials of design - Matthew …
17 March 2016
Let’s See What We Can Do: Designing Agency
In a Medium essay that we missed during the Christmas break, Dr Dan Lockton asks how we can invert ‘design for behaviour change’ and apply it from below, enabling people to understand, act within, and …
17 March 2016
GOV.AU is a ‘mental model’ of government
Leisa Reichelt, Head of Service Design of Australia's Digital Transformation Office, explains how the research for the GOV.AU prototype showed that people are struggling to interact with government - because they have no mental model …
8 March 2016
Behavioral modeling – Shaping cultural change and behavioral evolution
One of the things we do here at Experientia that really sets us apart from other UX agencies is behavioral modeling. Our cognitive and behavioral models go beyond the standard customer journeys and personas (both …
5 March 2016
How the World Bank is ‘nudging’ attitudes to health and hygiene
Many of the problems governments and NGOs in developing countries are trying to fix are at least partly behavioural. This is where nudge theory comes in. It is about using insights from behavioural science to identify …
2 March 2016
User research to improve public-government interactions in the U.S.
The U.S. federal government needs to improve how it interacts with the public. Enter the Federal Front Door, an initiative to improve public-government interactions across the board. The team is currently exploring projects to improve the …
1 March 2016
Singapore’s main newspaper on Experientia’s design with the elderly
Arti Mulchand reports in the Straits Times, Singapore's main newspaper, on Experientia's "Design for Ageing Gracefully" project: Putting faces to end-users early in the design process is changing the way designers and organisations are approaching products …

We are an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first.

12 April 2016
The latest on innovation in Energy Efficient Buildings: annual round-up of EU Commission projects

Every year, the Energy-efficient Buildings (EeB) Public Private Partnership (PPP) publishes the EeB PPP project review – a round-up of energy-efficiency projects that have been co-funded by two European Commission schemes. This year, the print and digital booklet design was done by Experientia, in particular by our talented visual and interaction designer Dohun Jang. Experientia […]

8 March 2016
Behavioral modeling – Shaping cultural change and behavioral evolution

One of the things we do here at Experientia that really sets us apart from other UX agencies is behavioral modeling. Our cognitive and behavioral models go beyond the standard customer journeys and personas (both useful tools, and often preliminary steps to behavioral modeling) to create frameworks that can be used to make people more […]

1 March 2016
Singapore’s main newspaper on Experientia’s design with the elderly

Arti Mulchand reports in the Straits Times, Singapore’s main newspaper, on Experientia’s “Design for Ageing Gracefully” project: Putting faces to end-users early in the design process is changing the way designers and organisations are approaching products aimed at Singapore’s growing elderly demographic. Experientia’s ethnographic study, which was commissioned by DesignSingapore Council in a collaboration with […]

18 January 2016
Experientia website completely reshaped

Experientia is pleased to announce that we’ve started 2016 with a brand new website. Experientia’s now officially 10 years old, and we decided that the best way to celebrate is by building a new website that showcases our growth – with new projects, new people in the staff, and two new locations in Lausanne and […]

1 January 2016
For when things get personal…
13 October 2015
Experientia report: Design for ageing gracefully

Design for Ageing Gracefully Rethinking Health and Wellness for the Elderly: Public Services Asian Insights & Design Innovation, DesignSingapore Council October 2015

See all articles