govService

Applying human-centred design principles at Mid Devon

Mid Devon District Council (MDDC), with both rural and town centre residents all from different backgrounds, has improved the online experience by designing digital services that enable people to do what they need to do as simply as possible, succeeding the first time with the minimum help.

Watch the replay to learn how Granicus’ digital agency, GXG, deployed our digital services design expertise to accelerate and improve the council’s digital transformation. From discovery and research, through to designing and building their services, we hear how the entire community—the council employees and the people they serve—were kept apprised throughout the project and always kept at the centre of the design.

Key takeaways:

  • The benefits of putting people at the centre of your digital transformation.
  • The positive impact created by aligning people, —from the top and through the middle of your organisation—around a shared future state, helping to identify and prioritise opportunities for improving services.
  • How MDDC removed friction and pain points by focussing on the end-to-end customer journey and used service design principles to find operational efficiencies with improved processes and workflows.
  • Learn about the unexpected and intangible benefits of human centred design: Those lightbulb and ‘aha’ moments we all love!
  • What steps were taken to ensure community and customer satisfaction and trust in the public services they provide.
  • Plans for the future!

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