This paper explores a key friction in service delivery that is inherent in forms – the ubiquitous and seemingly...
![Government Forms as Friction: Identifying Opportunities for Innovation at the Intersection of Staff and Resident Needs](https://www.epicpeople.org/wp-content/uploads/2023/09/james-wainscoat-eRvIxSmQvOc-unsplash.jpg)
This paper explores a key friction in service delivery that is inherent in forms – the ubiquitous and seemingly...
Civic tech is a growing field and an increasingly critical space for service delivery and participation in public...
Critical challenges in energy transitions are social and cultural - not just technical and economic. This paper...
This paper describes the evolution of the “intentional” model for stakeholder feedback that mitigates risk and...
I Don’t Know What To Do… The moment she heard the beep come through her headset, Tess switched gears immediately. Moments earlier, she’d just wrapped up a non-emergency 101 call with a man who had found himself face to face with a weasel in his back garden. She and her colleagues had been shaking...
This case study examines the use of iterative prototyping to raise concerns important to adolescents and...
User research typically focuses on intentional moments of contact between individuals and a product or...
Government websites and online services are often built with limited input from the people they serve. This approach limits their ability to respond to ever changing needs and contexts. This case study describes...
In the Netherlands, approximately 2.5M people struggle to use technology in their daily life and are unable to use online governmental services independently. People with low digital literacy are increasingly...
Segurança Social (Portugal’s Social Security System) offers multiple service channels to the people. However, they were not perceived as a whole because the assistance was not standard, depending on the channel...