Self-Service Accelerator

CHALLENGE

It aims to explore the essential characteristics for a solution that enables citizens to perform digital public services (DPS) autonomously, combining physical component, technical equipment ( hardware) and user experience in DPS.

BENEFICIARIES

Citizens who have the necessary digital skills and use digital services in their daily lives (social networks, online shopping, homebanking, etc.), but who continue to have low levels of use of DPSs, tending to opt for face-to-face public services . They are typically young people at the beginning of their careers, users of digital services (but not DPS) and retired and active citizens.

APPROACH

Based on data available on the use of DPS in Portugal, derived both from information collected by LabX in its projects, as well as from statistical information made available by the INE – Statistics Portugal, the project resulted in the materialization of a self-service accelerator solution, in a low-fidelity prototype, consolidating a set of learnings and guidelines that inform future developments.

The project started on the field with a co-creation session with citizens that aimed to generate potential ideas for a self-service accelerator solution in different models, allowing to find the essential requirements for the success of the solution.

To develop the solution, and due to the limitations imposed by the pandemic situation, LabX together with our technical partner carried out an adapted Design Sprint with two phases: ideation and materialization of the prototypes with experts; experimentation with citizens. The Design Sprint resulted in two low-fidelity prototypes that were tested in an environment that recreated the context of a shopping center.

MAIN RESULTS

Two low-fidelity prototypes tested
The parameters and characteristics of the physical component of the solution have been stabilized and the challenges identified

Project Report

Fotografias do projeto de Acelerador de Autoatendimento

Self-Service Accelerator

A solution to enhance citizens’ autonomy and aptitude in the use of digital public services.

See the document Link externo

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Public Services as a Living Lab – Ponto JA Store

This project is a result of a partnership between LabX – Innovation Centre for the Public Sector – AMA and the Portuguese Institute of Sports and Youth, I.P. (IPDJ) with the purpose of testing different prototypes in an open innovation environment where young people, technicians and experts cohabit collaboratively in a horizontal relationship to test solutions for existing challenges in public services dedicated to young people.

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