The project /

As it carries out a nationwide digitalization project for administrative procedures, the Direction de l'information l├ęgale 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 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

Sketch of a work session (credits :

The method /

We followed a classic design thinking workflow, with slight adaptation to our context and user segment. We worked along these steps:

Insight gathering workshops with game cards
One of the experience maps built with users
final artboard
A presentation artboard (sketching: