Delivering an Improved Citizen Experience through User-Driven Design Approaches

Join us on October 12th at 14:00 UTC for another
webinar organized between ICA and OECD!

With user expectations changing rapidly, how can we bring the citizen into the design process from the initial design through development and testing? Customer experience is driving digital transformation. Therefore, understanding how all these disciplines have been implemented in different types of systems could be beneficial if you are designing citizen services. Speakers from Canada, Belgium, and Denmark will share their expertise and experience.

As your government launches new citizen services, how do you ensure that they meet the expectations of the public? We understand that expectations have dramatically changed based on changes in technology and the experience they have in their daily lives with technology from the use of Uber, Airbnb, Amazon, or online banking.

User-driven design approaches which bring the citizen or customer into the process from the initial designs through the development and testing process can ensure that the services launched meet their needs.

  • What are the issues you are facing as you design government services?
  • How have you accelerated the creation of government services that are meeting the expectations of the public?
  • How does your government engage with the public to understand their expectations? How do you know what matters to your customers?
  • How did you measure success in meeting the citizen’s expectations?

We will continue the conversation at the ICA Conference in Medellin, Colombia in November.


How can I Join the Webinar?

Be sure to register online. OECD staff will contact you before the webinar with details on testing your connection and with further information on how to participate .