Participatory Design (National Security Office)
CHALLENGE
This project aimed to apply a participatory approach that would ensure that the design of the technological solution of the new accreditation system (CRESO) would take into account the needs and contributions of users who make requests for credentials to the National Security Office.
BENEFICIARIES
This project mainly benefits users of the system and connected entities.
APPROACH
LabX designed and facilitated two sessions with the participation of users who, on a daily basis, submit requests for accreditation to the National Security Office. These sessions were moderately facilitated by the project manager and the participation of the company hired to develop the new online accreditation service. In these two sessions, it was possible to identify the pain points and opportunities for improvement of the current order submission model, ideas were generated on how to simplify the process and low-fidelity prototypes of the new online accreditation service were tested with users. . Then, the third session was already promoted by the project manager, who benefited from the first two sessions to acquire skills and instruments and gain the commitment of the same users in the project, in order to test the developed solution.
MAIN RESULTS
The approach made it possible to identify the advantages that a user-centered process can bring to the design of a new technological solution within the Public Administration, namely:
- Bringing contributions to the new solution;
- Allowing to diversify the perspectives integrated in the solution to be developed;
- Tearing down silos within the organization;
- Transferring innovation skills to project teams;
- Stimulating the commitment and enthusiasm of users;
- Transforming the work culture;
- Allowing to accelerate the project.
