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I have been working as a service design researcher for almost ten years in governmental organisations. But since I tracked a month of my own digital relation with ‘the government’ I have a new look on how government services should be designed. In my talk I’m going to take you on a trip through the complex world of digital governmental services and how democratic principles and user research should complement each other. You will have a new look on service design and front end interaction and you will realise that working in design might even be more political than being a member of parliament.

New rules put in place by the companies over the last four years have helped them avert their greatest fears.

Presentation I gave in Sydney, Australia at Web Directions 2016. I summarize the key points in my book "Tragic Design" by O'Reilly media (co-authored with Cynt…

Listen to how the MBTA explored improvements to the user experience of visually impaired riders and reacted to feedback in order to create the system we have today.