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Public services

Daily insights on user experience, experience design and people-centred innovation,
by international UX consultancy Experientia.
Searched by tag:

Public services

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.

2 July 2015
Getting citizens involved in protecting fragile energy environments

A new project funded under the FP7 European Commission framework is getting citizens involved in testing new tools for reducing energy consumption during peak loads, in the hope that its pilot program will set the new state of the art for protecting locations with fragile electricity supplies. One of France’s most fragile regions The Provence-Alpes-Côte […]

5 May 2015
Experientia designer Dohun YuLuck Jang 유록 in Design 4 Disaster

Design 4 Disaster features an engaging illustrated safety manual for ship passengers, a personal project by Experientia designer Dohun YuLuck Jang 유록. After the Korean ferry accident last year, Yuluck (who is Korean) wanted to find a way to make safety manuals more interesting to read. He spent one year designing an interactive safety guide […]

16 March 2015
Better Health and Wellbeing: Giving the elderly in Singapore sparkling golden years

Invitation: sharing session, Singapore, 30 March 2015   What are the hopes and fears of the elderly in Singapore? How can designers offer solutions that support the elderly in managing their health and wellness? What can healthcare professionals do to help them keep active? What role can technology play in the elderly’s daily lives? Design consultants […]

1 January 2015
Happy Playful New Year
21 December 2014
Experientia’s Twitter feed live

Experientia has now its own Twitter feed. Four months of Putting People First posts and other links have already been uploaded. If you followed Experientia on Twitter through the feed of its CEO, Mark Vanderbeeken, make sure to now also follow the company (but don’t unfollow Mark, who will keep on tweeting away). And while […]

19 December 2014
Putting People First blog redesigned

Experientia’s Putting People First blog has been redesigned. It is now entirely responsive, allows for easier browsing, searching, and filtering, and features larger images on the posts. The entire history of posts remains accessible as before. We are still tweaking things and welcome any feedback.

15 August 2015

Innovation labs as public change agents

Jesper Christiansen and Runa Sabroe of the Danish human-centred internal governmental body MindLab ask how to increase the effectiveness and legitimacy of public sector interventions – both by creating the actual outcomes that are politically intended, and by enabling a more open approach to governance by involving and building on the resources of citizens, communities […]

27 July 2015

Nudging to fix the world

Last week the UK media were suddenly abuzz on how behavioural insights can help government decisions and actions by being able to nudge behaviour in a favourable direction. Apparently it has become a cure-all and is now even used to “slash educational drop-out rates“, to “counter terrorism and illegal immigration“, to “fix economics“, to “make […]

17 July 2015

Using collective intelligence to solve complex societal issues

Acclaimed anthropologist Stefana Broadbent leads a new “Collective Intelligence” unit at Nesta, the UK innovation charity, that is “looking at ways to support the emergence of Collective Intelligence to solve complex societal issues”. More concretely, they are studying how patient organisations can use different platforms to integrate clinical and lay knowledge to help sufferers and […]

17 May 2015

Policy paper: Making Good our Future

Making Good our Future: Exploring the New Boundaries of Open & Social Innovation in Manufacturing Policy Paper prepared for the European Commission May 2015, 49 pages As part of the Social Innovation Europe initiative, the European Commission has published a policy paper, ‘Making Good Our Future’ by the Young Foundation’s Indy Johar, Filippo Addarii and […]

10 May 2015

Developing patient-centred care: an ethnographic study of patient perceptions and influence on quality improvement

Developing patient-centred care: an ethnographic study of patient perceptions and influence on quality improvement By Alicia Renedo and Cicely Marston BMC Health Services Research (2015) 15:122 DOI 10.1186/s12913-015-0770-y Background – Understanding quality improvement from a patient perspective is important for delivering patient-centred care. Yet the ways patients define quality improvement remains unexplored with patients often […]

9 May 2015

Modernizing the US immigration system with user-centered design

Vivian Graubard describes on WhiteHouse.gov how the U.S. Digital Service is working on modernizing the USA’s still largely paper based immigration service, pairing a better technical base with user-centered design. We traveled to USCIS (United States Citizenship and Immigration Service) operations centers in Kansas City, Missouri and Lincoln, Nebraska to learn how adjudicators work, how […]

5 May 2015

Why people don’t trust energy-saving gadgets

People’s reluctance to share data about their energy use is likely to stand in the way of “smart” technology designed to promote energy efficiency, experts say. A study, published online in Nature Climate Change, finds that while more than half of people quizzed would be willing to reduce their personal energy consumption, some were wary […]

19 April 2015

Nudging to improve public policy, health care and our relationship with technology

On Nudging In Public Policy By Alon M. August, University of Redlands (USA) April 6, 2015 This thesis examines nudging, a technique aimed at making individuals act, choose, and behave in the ways deemed rational by policy makers. Nudging has only recently been adopted for public policy strategies. The ultimate goal of this thesis is […]

16 April 2015

Essay Collection: Designing Democracy

Designing Democracy: How designers are changing democratic spaces and processes An inquiry by the UK Design Commission March 2015 Abstract Featuring essays from leading designers, MPs and policymakers, ‘Designing Democracy’ asks what contribution design could make to improving both participation in the democratic process and communication between electors, those who seek election, and those who […]

28 March 2015

More from Gov.uk on the role of ethnography and prototyping in policymaking

Two inspiring posts by Dr. Lucy Kimbell, a visiting Arts and Humanities Research Council (AHRC) Fellow at the UK-based Policy Lab, an experimental policy innovation center within the Open Policy Making team of the UK Cabinet Office: Ethnography in policymaking: Barriers and opportunities The value of ethnography is not simply that it’s a method for […]

26 March 2015

Gov.uk’s open policy making toolkit – practical guidance on ethnography and more

The Gov.uk open policy making toolkit is a practical guide to techniques that can help you make better policy. The toolkit, which brings together the latest techniques to improve making and delivering policy, is based on the principles of open policy making – to be open to new techniques, new evidence and new expertise so […]

12 March 2015

The value of design to the public sector

Reduced budgets mean innovation in the public sector is vital if our public services are to become more effective and improve the experience for users, argues Anna Whicher, Head of Policy, at the National Centre for Product Design and Development Research (PDR) of Cardiff Metropolitan University. To make a real difference in frontline services, she […]

4 March 2015

EU draft privacy law is useless, say digital rights orgs

Activists have leaked the latest draft of Europe’s planned data protection law – which is supposed to safeguard Europeans’ personal information when in the hands of businesses and governments, reports The Register “The proposed rules have been agreed by the European Parliament. Now Euro nations’ government ministers, who sit on the Council of the European […]

23 February 2015

Changing behaviour for a better deal? Not as easy as it sounds

There are many areas of life – e.g. utility providers – where we could be getting a better deal by making what seems to be an easy switch. Behavioural scientist Nathalie Spencer of The RSA asks why we don’t do it more often. In a first post she explains what makes us inert and stick […]

22 February 2015

The Emergence of Law and Behavioural Science: A European Perspective

The Emergence of Law and Behavioural Science: A European Perspective by Anne-Lise Sibony (Université de Liège) and Alberto Alemanno (HEC Paris; NYU School of Law) February 16, 2015 Introductory chapter to the forthcoming book: Nudge and the Law: A European Perspective [working title], by the same authors and published by Hart Publishing Nudge and the […]

16 December 2014

World Development Report 2015 explores “Mind, Society, and Behavior”

WASHINGTON, December 2, 2014 — Development policies based on new insights into how people actually think and make decisions will help governments and civil society achieve development goals more effectively. A richer and more accurate understanding of human behavior can make it easier to tackle such difficult development challenges as increasing productivity, breaking the cycle […]

5 December 2014

How US state governments can improve customer service

A McKinsey Center for Government survey finds that Americans are often dissatisfied with state services—and identifies significant opportunities for improvement. Deloitte measured the satisfaction of citizens by surveying approximately 17,000 people across 15 US states. This online survey included more than 100 questions asking citizens to rate their satisfaction across a range of activities, including […]

20 November 2014

[Book] Design for Policy

Design for Policy Edited by Christian Bason, Chief Executive, Danish Design Centre Series: Design for Social Responsibility Hardcover: 250 pages Publisher: Gower Pub Co; December 28, 2014 Design for Policy is the first publication to chart the emergence of collaborative design approaches to innovation in public policy. Drawing on contributions from a range of the […]

5 November 2014

Creating government tech systems with excellent UX and ‘good enough’ security

Gov.uk, the website of the UK Government’s Digital Service that merges the websites of all UK Government Departments and many other agencies and public bodies, has posted a draft guidance document on risk management of cyber security in technology projects. Based on user interviews and over ninety user stories, they found it to be essential […]

25 October 2014

Report outlines future of UK social design research

Social Design Futures: HEI Research and the AHRC By Armstrong, Leah, Jocelyn Bailey, Guy Julier, Lucy Kimbell University of Brighton and Victoria and Albert Museum October 2014, 84 pages The UK’s Arts and Humanities Research Council (AHRC) has just published a report exploring social design research in the UK. The report scrutinises the future of […]

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