Fewer employees, higher expectations
The Uitvoeringsinstituut Werknemersverzekeringen (UWV) is the national Dutch employee insurance agency. As part of the Ministry of Social Affairs and Employment, it is responsible for implementing the laws concerning unemployment insurance and the provision of benefits for those less-able or unable to work. UWV is also tasked with finding employment for the unemployed.
Just as for other government departments, the UWV needs to reduce its costs. The division UWV WERKbedrjf sought a solution that would improve its online services, while employing fewer staff, and with a reduced budget. What was needed to make the transition from expensive, face-to-face client interaction, to successful online self-service?
The voice of the client as a benchmark
Informaat helped the UWV WERKbedrijf with a two-part plan.
We designed a prototype for a fully-digital service, with attractive interfaces that encouraged users to interact with them. We then helped UWV WERKbedrijf to visualise the future service provision, in order to get traction among staff and to improve the cooperation between departments.
Service essentials and traction
Informaat visited various service locations and interviewed a large number of stakeholders. We researched the client satisfaction and analyzed how both jobseekers and the UWV WERKbedrijf staff experienced the current service provision via its various touchpoints, as well as the associated back-end processes.
Informaat designed personas and scenarios, and created jobseeker customer journeys for the digital service. We also designed various touchpoints which jobseekers and staff come in contact with. Next, Informaat translated these learnings into clearly-formulated benchmarks for the WERKbedrijf service: the “service essentials”.
Using animated storyboards and narrated videos, we introduced staff to the UWV WERKbedrijf’s new, digital service. This improved the co-operation between departments, and firmly established user-centered thinking within the organization.
Expansion of the in-house design capabilities
For an organization to become mature in application of user experience-focused thinking, it is important that all service experiences are taken into account. Informaat helped UWV WERKbedrijf place the experience of its clients at the center of its organization.
UWV WERKbedrijf put in place a UX manager, and created acceptance of greater involvement of UX during the design and development phases of its digital services.
Informaat’s service design project functioned as a catalyst for this. The personas, scenarios, customer journeys and service ecosystem showed the organization how clients worked with the different touchpoints in reality. In the meantime, user experience has become an important element of the UWV WERKbedrijf’s organizational culture.
Want to know more about this project?
Contact Marcel Kosters. He can tell you more about Informaat’s service design approach for UWV WERKbedrijf.