Why (re)design public services
18 February 2022
The way a service is designed is the main driver of the user experience quality, both for citizens and businesses. For public entities, providing good services that effectively solve problems and meet citizens’ expectations and needs is the foundation to ensure their credibility and build trust with people.
In recent years, the public sector has invested heavily in the transformation and modernisation of digital services.
Concepts such as “digital by default” make it necessary to look increasingly at the digital experience of citizens alongside the efforts to maintain and develop face-to-face services and telephone channels, in order to meet the needs and expectations of all citizens profiles, leaving no one behind.
Why (re)design public services
See the document
This paper presents LabX’s approach to (re)design public services.
See the document in its Portuguese version
