Category: User research

Minister for Government Digital Services Visits the Lab

The Hon Clare Curran, Minister for Government Digital Services visited the Service Innovation Lab to see how it fits into digital government transformation and to learn about some of the cross-agency initiatives currently underway. Continue reading Minister for Government Digital Services Visits the Lab

Introducing Entering Tertiary: working with TEC to improve the customer experience for students

The the Service Integration Team at DIA has recently worked with the Tertiary Education Commission on a four week discovery sprint exploring how to help prospective students enroll in the right tertiary learning at the right time at the right level for the best potential outcome. In this post we outline the key insights from this work. Continue reading Introducing Entering Tertiary: working with TEC to improve the customer experience for students

Service Designer Marc Hébert speaks at Open Lab

Design Anthropologist/Service Designer Marc Hébert from the Innovation Office in the San Francisco Human Services Agency spoke about principles-based service design at the November OpenLab event. Continue reading Service Designer Marc Hébert speaks at Open Lab

Reimagining participatory democracy – a review of the Government Online Engagement Service

Getting the public involved in government decision making is the best way to get policies and services that can be implemented, and that work. It has amazing side benefits including building communities where people know each other and help out. DIA, SSC and DPMC are investigating people’s experiences participating with government in order to provide the best help to government agencies so they can support participatory democracy. Continue reading Reimagining participatory democracy – a review of the Government Online Engagement Service

LabPlus: how service integration supports end users

There’s a lot of interest from a range of organisations and individuals in our work, so I’d like to share a bit about the Service Integration (LabPlus) approach and how we work. This post covers some of the key challenges facing government in creating sustainable, relevant and responsive services, including the ability of governments everywhere to scale to the increasing complexity of the communities we serve. Continue reading LabPlus: how service integration supports end users

Rates Rebates Discovery Week 2 – mapping pain points

A couple of weeks ago the Service Innovation work program at DIA kicked off a three week discovery sprint exploring how subsidies are provided to New Zealanders and what this could that look like in the future, with a focus on Rates Rebates. In this post we outline some pain points and “Aha!” moments we found. Continue reading Rates Rebates Discovery Week 2 – mapping pain points

Rates Rebates Week 1: It’s all about Discovery

Last week the Service Innovation work program at DIA kicked off a three-week discovery sprint exploring how subsidies are provided to New Zealanders and what this could that look like in the future, with a focus on Rates Rebates. Continue reading Rates Rebates Week 1: It’s all about Discovery