The State Administration

An easier procedure for a tougher process - divorce and separation

Background

The State Administration had the ambition to be more efficient and gain higher citizen satisfaction by means of digitisation. A new IT platform (F2) was chosen to replace the old infrastructure, and we were given the responsibility of designing a better user experience for citizens who apply for separation and divorce.

Our contribution

Right off the bat, the citizens and their needs were defined as a main driver for the business objectives and requirements. Our contribution was to identify the users needs through research, visit to the call center and interviews with caseworkers and various citizens. Based on insights, we created wireframes and digital design for the new self service solution with more intuitive flows and user experience. The design has been implemented in a first version – and further releases are being planed.

Our relationship with The State Administration continues, and we are in the process of optimizing other self service solutions and conceptualizing user journeys based on a strategic approach to UX.

Results

  • The need for support has dropped from 12% to 5%
  • Higher completion rate and reduction of case processing time
  • An increase in correct applications resulting in fewer follow-up questions from the users

For more information:

Michael Bach Petersen