Patricia Bachmaier
ABSTRACT
With the advent of new digital solutions and advancements in technology, citizens are increasingly seeking to have access to digital public services that enable them to interact with public institutions efficiently and effectively. However, the provision of such services often leaves much to be desired, with citizens struggling with their usability and accessibility. This suggests the following: public funds are being spent on services that citizens are not able to fully benefit from. How then, can citizens and their needs be factored into the equation? One way is by prioritising the principle of user centricity in solution development, that is, ensuring that user needs guide the design and development of digital public services. Drawing on [redacted]’s experience in providing user experience (UX) consultancy services to European Union institutions, this paper examines how the application of UX research methods can lead to the development of user centric and cost-efficient digital public services.
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