In order to further develop and modernize its website, Botkyrka Municipality wanted to better understand the needs of its citizens, as well as learn a proactive and needs-driven approach to ensure that the information and services offered on the website are relevant in the future.

We therefore set up a pilot project within the communications and digitalization unit that resulted in an impact map that was then used in a subsequent development project.

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As a UX designer, my role was to guide the project team through a design process. We started the project with a kick-off where we went through the basics of Design Thinking, and prioritized the user segments to work with.

We then conducted some observational studies at the municipality's citizen offices and interviews within our user segments, which we then evaluated by creating behavioral groups and associated customer journeys. By installing a physical workspace in the communication and digitalization unit's kitchen, we were able to create interest and engagement in our work.

We also conducted a series of workshops with the communications and digitalization unit, as well as the citizen offices, regarding the current working method.

The project concluded with an insight workshop where the communications and digitalization unit could share and discuss our insights, and jointly develop a new work process.

Workshop facilitation • Observational studies • User interviews • Needs analysis • Personas • Customer journeys • Impact map • Guidance • Training materials

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