The project /
As it carries out a nationwide digitalization project for administrative procedures, the Direction de l'information légale et administrative (or DILA, a government body that runs the official website for the French administration) is faced with glaring digital divide issues: some of the most vulnerable citizens find themselves in a postion where they can't access administration once it's been digitized. In order to bridge that divide, the team behing service-public.fr runs a series of design sprints throughout the country, with the objectives of meeting with these vulnerable citizens, and build with them more inclusive civil services.
The "Tours edition" took place in February 2020: with several members of the editorial and technical team, plus a facilitator from Octo Technology, I spent a week between Tours and Paris, meeting, sharing, gathering, imaginating and prototyping ideas. During ideation and wrap-up phases, we were assisted by Mat Let, illustrator and graphic facilitator
The method /
We followed a classic design thinking workflow, with slight adaptation to our context and user segment. We worked along these steps:
- Gamified workshop for insight gathering: in groups of 3 to 5 users, split into personas (senior, admin-phobic, foreigner, non-digital native).
- Experience mapping on selected user journeys, this time as well with 3 to 5 different users in persona groups.
- Reviewing experience maps with social workers.
- Clustering of gathered insights.
- Identification of critical problems / questions.
- Priorizing the problems (usefulness / cost matrix).
- Ideation in small groups, one designer per group.
- Fast protoyping on paper, or with Figma, building on ideas found before.
- Presenting the concepts to selected users (back in Tours).
- Iterating from the feedback.
- Fine-tuning of prototypes (UI, animation, building a coherent user journey).
- Presentation to the DILA management.