Citizen-centric public services in the Western Balkans: Webinar 1 - Service design and user experience, 5 April 2022. Presentation given by Jolien Kouwenhoven.

1. DESIGN
THINKING

2. NO-SHOW INTAKE REMAKE DEBT-PROCESS
What is design
thinking?

5. EMPATHIZE
Thorough understanding of the issue
and the user

7. From the
user’s point of
view
Become a
researcher
Beginner
mindset

15. DEFINE
From research and observations to a sharp
problem definition as a starting point for
solution directions

17. Focus
From the
user’s point of
view
Challenging
& inviting

25. IDEATE
The beginning of the solution

27. Focus
Structure +
creativity
Co-creation

29. PROTOTYPE
Testing, learning and discarding

31. Fast learning
Assumtions
central
Simple &
cheap

36. Test
Learning with and
from users

37. Kwalitatief/
kwantitatief
Feedback
ophalen
Fouten
ontdekken

46. JOLIEN.KOUWENHOVEN@MINSOC.FED.BE