Citizen Experience Design for Digital Transformation
Peer Reviewed
Date issued
Apr 2021
Subject
Digital Transformation;
Innovation Activity;
Digital Technology;
Design Thinking;
Citizen Service;
User Experience Design;
Experience Economy
JEL code
O30 - Innovation • Research and Development • Technological Change • Intellectual Property Rights: General;
O31 - Innovation and Invention: Processes and Incentives;
O33 - Technological Change: Choices and Consequences • Diffusion Processes;
O32 - Management of Technological Innovation and R&D
Country
United States;
United Kingdom
Category
Learning Materials
How many times have you heard the term "human-centered design"? How about "human-centered technology"? These terms are often used interchangeably in conversations involving digital transformation. The purpose of this paper is to provide a path for policymakers to start considering user-centric design to better understand citizens characteristics, challenges, and needs. The guidelines and case studies presented here are meant to be timeless, high-level, and strategic. There is a focus on principles throughout the publication that can be used and adapted for any particular starting point. The paper also describes suggested metrics to measure and improve the quality of the citizen experience.
