Summary
Namahn has been working on digital inclusion for the Digital Transformation Office of the Belgian federal government for over a year. Since 2020, they have invested in understanding user needs to help administrations improve their services for and with the citizen. In a multidisciplinary team, the team researched the challenges of digital inclusion and explored actionable avenues for federal administrations. In 2019, a study showed that 42% of Belgian citizens didn't use any online or digital public service. Applying design techniques, the team shaped a profound understanding of people at risk, their struggles, and how governmental services can become more inclusive. In this talk, Yalenka and Marie will outline how they conducted interviews with citizens at risk of digital exclusion during a lockdown and what they learned from those. Additionally, they’ll detail the current experiments that they are launching to ensure public services are conceived in an inclusive way.
Key Insights
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Digital inclusion is crucial in government services to prevent citizen exclusion.
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COVID-19 highlighted the urgency of implementing digital solutions that are accessible.
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10% of Belgians lack internet access, while 41% of those with access do not engage digitally with government.
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Understanding the context of exclusion is as important as addressing individual capabilities.
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Successful digital transformation relies on designing mobile-first experiences.
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Coherent and consistent digital identities across services can reduce confusion for users.
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Investing in clear and accessible content design is essential for user engagement.
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Building trust with citizens is critical, necessitating personal assistance in digital navigation.
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Cross-organizational collaboration is vital for tackling systemic issues of digital exclusion.
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Civic designers should hold leaders accountable for inclusive practices and measurable outcomes.
Notable Quotes
"We're quite proud that we managed to nurture actionable outcomes amidst the challenges."
"When we started, very few administrations knew precisely how significant the risk of exclusion was."
"Digital exclusion affects different people at various points in their lives."
"It's important to design mobile-first, as most governmental services are still desktop-centric."
"A lot of governmental sites are filled with incomprehensible content that is legally correct."
"Investing in building trust is crucial before expecting citizens to trust digital services."
"Designing for digital inclusion means connecting with existing local organizations and community resources."
"A magic solution for digital exclusion does not exist; small efforts can lead to significant impact."
"Civic designers have a strong role in connecting with various stakeholders to drive inclusion."
"Ultimately, the success of inclusive digital design relies on translating intentions into real actions."
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