Typical format: 60-minute briefing or 90–120 minute working session for public-sector transformation teams.
Citizens experience a service, not an organizational chart
A government transaction may cross a website, form, office visit, payment step, identity check, approval process, frontline staff member, and several internal systems. Citizens judge the whole journey even when responsibility is distributed across units.
Designing Digital Government Services Around the Citizen Journey introduces a service-design approach for improving those experiences without reducing the problem to a website redesign.
What we will explore
- How to map the citizen journey across digital and offline touchpoints.
- The relationship between visible citizen experience and backstage processes, policies, systems, and staff work.
- How unclear requirements, redundant steps, fragmented ownership, and inconsistent information create avoidable friction.
- Designing for accessibility, varying digital confidence, mobile use, and assisted service channels.
- How prototypes and service blueprints can reduce implementation risk before large technology commitments.
- Ways to connect citizen outcomes with operational and institutional measures of success.
Who this is for
Public-sector transformation leaders, digital-service teams, product leaders, design leaders, ICT teams, program owners, and executives responsible for improving citizen-facing services.
What participants should leave with
A broader model of digital government in which UX, operations, policy, information, and technology are treated as parts of one service system.
