10. ”’Employer-funded capital pension’. I don’t
even know what that means. And if I don’t
know what that means, how can I be
confident that I know what any of the other
stuff means? I am already worried.”
Dennis, 21
User of online tax site
13. ”I knew that the activity in my company would be
changed within a very short period of time, so I
wanted to change my company code. I was aware
that I would call it crowdfunding, but I did not
know what this would be in company code terms.
What I do is some type of financial transaction
service, but I really could not find it.”
Owner of online shops
User of company registration site
16. Four principles for
citizen-centred digital design
#1
The purpose must be clearly communicated
#2
complexity,
The system has to handle the complexity, not the user
#3
people’
The solution should start with people’s own context
#4
The involved authorities need to collaborate
17. “Everyone designs who devises courses
of action aimed at changing existing
situations into preferred ones.”
Herbert Simon (1969)
18. Design as innovation driver
Challenging
Re-imagining problems and opportunities
Human
Understanding drivers of behaviour and change
Experimental
Prototyping as a vehicle for learning
Concrete
Visualising to enable cross-cutting dialogues
20. The leadership challenge
“My staff don’t question the new
insights we gained from involving
citizens. But they question the
consequences for our organization”.
Head of Division
Danish central government agency
