2019

2019

Administrative matters have never been easier.

Administrative matters have never been easier.

Administrative matters have never been easier.

Report your move now within seconds, completely location and time independent, lightning fast and fully digital with your smartphone.

Report your move now within seconds, completely location and time independent, lightning fast and fully digital with your smartphone.

Report your move now within seconds, completely location and time independent, lightning fast and fully digital with your smartphone.

Tablet Copy 3

Introducing Digital ID

Introducing the Digital ID

Introducing the Digital ID

The Digital ID is the digital counterpart to the identity card. Each Digital ID is unique and intended for one user. In the future, administrative matters can be handled completely online with it.

The Digital ID is the digital counterpart to the identity card. Each Digital ID is unique and intended for one user. In the future, administrative matters can be handled completely online with it.

The Digital ID is the digital counterpart to the identity card. Each Digital ID is unique and intended for one user. In the future, administrative matters can be handled completely online with it.

Built for all people

Built for all people

Built for all people

- from digital beginners to natives. The service enables the user to handle all administrative matters under the best possible conditions, regardless of time and place. An app gives users access to public administrative services in Germany. The access is granted via the personal Digital ID, the digital filing of the identity card. From now on, administrative processes can be handled as easily as an online order at Amazon.

- from digital beginners to natives. The service enables the user to handle all administrative matters under the best possible conditions, regardless of time and place. An app gives users access to public administrative services in Germany. The access is granted via the personal Digital ID, the digital filing of the identity card. From now on, administrative processes can be handled as easily as an online order at Amazon.

- from digital beginners to natives. The service enables the user to handle all administrative matters under the best possible conditions, regardless of time and place. An app gives users access to public administrative services in Germany. The access is granted via the personal Digital ID, the digital filing of the identity card. From now on, administrative processes can be handled as easily as an online order at Amazon.

Reporting a move as easy as placing an order with Amazon

Reporting a move as easy as placing an order with Amazon

Reporting a move as easy as placing an order with Amazon

The login is lightning fast and absolutely secure thanks to a biometric function such as Face ID. The move will be transmitted using your Digital ID and a unique digital code.

The login is lightning fast and absolutely secure thanks to a biometric function such as Face ID. The move will be transmitted using your Digital ID and a unique digital code.

The login is lightning fast and absolutely secure thanks to a biometric function such as Face ID. The move will be transmitted using your Digital ID and a unique digital code.

Diva_Ummeldung

01 → Authenticate yourself with a biometric feature to get access to the services

01 → Authenticate yourself with a biometric feature to get access to the services

02 → Select an appropriate digital service, such as the move if you want to report it

02 → Select an appropriate digital service, such as the move if you want to report it

03 → Generate a unique digital code that contains all the information

03 → Generate a unique digital code that contains all the information

04 → Confirm your move and wait a maximum of 24 hours until the process is approved

04 → Confirm your move and wait a maximum of 24 hours until the process is approved

What "Human-centered Design" really means and what added value it creates

What "Human-centered" really means and what added value it creates

What "Human-centered" really means and what added value it creates

01 → Suitable for everyday life 

01 Suitable for everyday life

01 → Suitable for everyday life

Restrictions due to opening hours that do not fit into the everyday life of normal employees are a thing of the past. Services can now be used 24/7. This means less organizational effort for the citizens and therefore more time for other things, such as the family or your hobby.

Restrictions due to opening hours that do not fit into the everyday life of normal employees are a thing of the past. Services can now be used 24/7. This means less organizational effort for the citizens and therefore more time for other things, such as the family or your hobby.

Restrictions due to opening hours that do not fit into the everyday life of normal employees are a thing of the past. Services can now be used 24/7. This means less organizational effort for the citizens and therefore more time for other things, such as the family or your hobby.

02 → Less waste of resources 

02 Less waste of resources

02 → Less waste of resources

Waiting times and the waste of resources such as paper are no longer acceptable in times of instant messaging. There is no need to print correspondence, issue it multiple times or archive it manually. In the B2B sector, the use of delivery vans can be avoided.

Waiting times and the waste of resources such as paper are no longer acceptable in times of instant messaging. There is no need to print correspondence, issue it multiple times or archive it manually. In the B2B sector, the use of delivery vans can be avoided.

Waiting times and the waste of resources such as paper are no longer acceptable in times of instant messaging. There is no need to print correspondence, issue it multiple times or archive it manually. In the B2B sector, the use of delivery vans can be avoided.

03 → Simple language

03 Simple language

03 → Simple language

Have you ever failed to understand what the authorities wanted from you? In the app everything you need to know is expressed in an understandable language and should there be any questions, we have various support options.

Have you ever failed to understand what the authorities wanted from you? In the app everything you need to know is expressed in an understandable language and should there be any questions, we have various support options.

Have you ever failed to understand what the authorities wanted from you? In the app everything you need to know is expressed in an understandable language and should there be any questions, we have various support options.

04 → Added-value of use

04 Added-value of use

04 → Added-value of use

With your Digital ID, you can now carry out any service completely digitally. A change of registration can thus be transmitted from start to finish on the smartphone. It is no longer necessary to print out documents, fill them in manually and send them by post or fax.

With your Digital ID, you can now carry out any service completely digitally. A change of registration can thus be transmitted from start to finish on the smartphone. It is no longer necessary to print out documents, fill them in manually and send them by post or fax.

With your Digital ID, you can now carry out any service completely digitally. A change of registration can thus be transmitted from start to finish on the smartphone. It is no longer necessary to print out documents, fill them in manually and send them by post or fax.

Shared flats, temporary moves, everything considered

Shared flats, temporary moves, everything considered

Shared flats, temporary moves, everything considered

What happens in the case of a shared flat or a temporary move? You will also find the necessary information directly in the app. If not, the support is at your disposal.

What happens in the case of a shared flat or a temporary move? You will also find the necessary information directly in the app. If not, the support is at your disposal.

What happens in the case of a shared flat or a temporary move? You will also find the necessary information directly in the app. If not, the support is at your disposal.

02_Phones

Tailor-made support and no Hotline and queues! 

No more Hotline and queues! Tailor-made help.

Hotline and queues? No. True user-centric support along your customer journey.

Tailor-made support and no Hotline and queues! 

Doesn't anyone answer the phone? That belongs to the past. You now receive tailor-made support. With the support options, you can get the job done on the go and you don't have to remember process numbers or anything like that. If you need to identify yourself once for a process, this will be requested by an employee via the app, performed within seconds with a biometric function.

Doesn't anyone answer the phone? That belongs to the past. You now receive tailor-made support. With the support options, you can get the job done on the go and you don't have to remember process numbers or anything like that. If you need to identify yourself once for a process, this will be requested by an employee via the app, performed within seconds with a biometric function.

Doesn't anyone answer the phone? That was yesterday and belongs to the past. You have a concern and you are entitled to a solution, which is why you now receive tailor-made support. With our support options, you can get the job done on the go. You don't have to remember process numbers or anything like that. If you need to identify yourself once for a process, this will be requested by an employee via the app, performed within seconds with a biometric function and done.

Doesn't anyone answer the phone? That belongs to the past. You now receive tailor-made support. With the support options, you can get the job done on the go and you don't have to remember process numbers or anything like that. If you need to identify yourself once for a process, this will be requested by an employee via the app, performed within seconds with a biometric function.

05_Screens

Interested in the documentation of the project?

Interested in the documentation of the project?

Interested in the documentation of the project?

Go on scrolling!

Master Thesis

Master Thesis

Digital Transformation: Human Centered Design for public administrative processes.

Digital Transformation: Human Centered Design for public administrative processes.

Examined by Prof. Dr. Sabine Foraita & Prof. Stefan Wölwer

Examined by Prof. Dr. Sabine Foraita & Prof. Stefan Wölwer

Examined by Prof. Dr. Sabine Foraita & Prof. Stefan Wölwer

HAWK - University of Applied Sciences & Arts

HAWK - University of Applied Sciences & Arts

July 2019

July 2019

Digital transformation is a topical issue & not one that we should put off for long.

Digital transformation is a topical issue & not one that we should put off for long.

Digital transformation is a topical issue & not one that we should put off for long.

Digital transformation is a topical issue & not one that we should put off for long.

An investigation of the processes of public administrations with regard to the potentials and opportunities of a digital transformation, as well as a development of a prototypical UX/UI concept based on this within the framework of a design strategy.

An investigation of the processes of public administrations with regard to the potentials and opportunities of a digital transformation, as well as a development of a prototypical UX/UI concept based on this within the framework of a design strategy.

An investigation of the processes of public administrations with regard to the potentials and opportunities of a digital transformation, as well as a development of a prototypical UX/UI concept based on this within the framework of a design strategy.

An investigation of the processes of public administrations with regard to the potentials and opportunities of a digital transformation, as well as a development of a prototypical UX/UI concept based on this within the framework of a design strategy.

Prologue

Prologue

Prologue

Prologue

1 Min. read

1 Min. read

Consciously or unconsciously, people are confronted daily with processes of different service providers and authorities. In addition, a significant proportion of the population uses social media or enjoys leisure activities such as membership of fitness studios or cooking courses. Regular contact with the authorities is also an integral part of everyday human life when one thinks of motor vehicles, insurance companies, health insurance companies, broadcasting fees, banks, relocations, marriages, business start-ups or the like. Both the processes of the free economy and the government have a significant common denominator: they collect and manage data of the users. The people in Germany usually associate negative experiences with the bureaucratic effort and all this leads to permanent frustration. 

Consciously or unconsciously, people are confronted daily with processes of different service providers and authorities. In addition, a significant proportion of the population uses social media or enjoys leisure activities such as membership of fitness studios or cooking courses. Regular contact with the authorities is also an integral part of everyday human life when one thinks of motor vehicles, insurance companies, health insurance companies, broadcasting fees, banks, relocations, marriages, business start-ups or the like. Both the processes of the free economy and the government have a significant common denominator: they collect and manage data of the users. The people in Germany usually associate negative experiences with the bureaucratic effort and all this leads to permanent frustration. 

Consciously or unconsciously, people are confronted daily with processes of different service providers and authorities. In addition, a significant proportion of the population uses social media or enjoys leisure activities such as membership of fitness studios or cooking courses. Regular contact with the authorities is also an integral part of everyday human life when one thinks of motor vehicles, insurance companies, health insurance companies, broadcasting fees, banks, relocations, marriages, business start-ups or the like. Both the processes of the free economy and the government have a significant common denominator: they collect and manage data of the users. The people in Germany usually associate negative experiences with the bureaucratic effort and all this leads to permanent frustration. 

Consciously or unconsciously, people are confronted daily with processes of different service providers and authorities. In addition, a significant proportion of the population uses social media or enjoys leisure activities such as membership of fitness studios or cooking courses. Regular contact with the authorities is also an integral part of everyday human life when one thinks of motor vehicles, insurance companies, health insurance companies, broadcasting fees, banks, relocations, marriages, business start-ups or the like. Both the processes of the free economy and the government have a significant common denominator: they collect and manage data of the users. The people in Germany usually associate negative experiences with the bureaucratic effort and all this leads to permanent frustration. 

Approach things from the user's point of view.

Approach things from the user's point of view.

Approach things from the user's point of view.

Approach things from the user's point of view.

Government services are complicated, expensive and often far away from the beautiful new digital world. In order to come one step closer to the digital transformation, GAFA's services were examined from the perspective of user experience and compared with those of the public administration. The best services work from any location, at any time, and are completely digital, so they fit comfortably into our everyday lives. 

Government services are complicated, expensive and often far away from the beautiful new digital world. In order to come one step closer to the digital transformation, GAFA's services were examined from the perspective of user experience and compared with those of the public administration. The best services work from any location, at any time, and are completely digital, so they fit comfortably into our everyday lives. Time to catch up.

Government services are complicated, expensive and often far away from the beautiful new digital world. In order to come one step closer to the digital transformation, GAFA's services were examined from the perspective of user experience and compared with those of the public administration. The best services work from any location, at any time, and are completely digital, so they fit comfortably into our everyday lives. Time to catch up.

Government services are complicated, expensive and often far away from the beautiful new digital world. In order to come one step closer to the digital transformation, GAFA's services were examined from the perspective of user experience and compared with those of the public administration. The best services work from any location, at any time, and are completely digital, so they fit comfortably into our everyday lives.

diva_Image_04

Requirements for a successful digital transformation.

Prerequisites for a successful digital transformation.

1. No advantage, no sustainable usage. Digitization can only succeed if the use of new technologies creates added value for people. Starting with a use case that affects everyone, the change of residence due to a move.

Requirements for a successful digital transformation.

01 → No advantage, no sustainable usage. Digitization can only succeed if the use of new technologies creates added value for people. Starting with a use case that affects everyone, the change of residence due to a move.

01 No advantage, no sustainable usage. Digitization can only succeed if the use of new technologies creates added value for people. Starting with a use case that affects everyone, the change of residence due to a move.

1. No advantage, no sustainable usage. Digitization can only succeed if the use of new technologies creates added value for people. Starting with a use case that affects everyone, the change of residence due to a move.

01 → No advantage, no sustainable usage. Digitization can only succeed if the use of new technologies creates added value for people. Starting with a use case that affects everyone, the change of residence due to a move.

02 → Digital from start to finish. Report your move in less than 2 min! All administrative matters under the best possible circumstances, independent of time and place. The time when you had to print out dozens of documents or send them by post is over. From now on, you'll be able to manage important matters in the app with your Digital ID card.

02 Digital from start to finish. Report your move in less than 2 min! All administrative matters under the best possible circumstances, independent of time and place. The time when you had to print out dozens of documents or send them by post is over. From now on, you'll be able to manage important matters in the app with your Digital ID card.

2. Digital from start to finish. Report your move in less than 2 min! All administrative matters under the best possible circumstances, independent of time and place. The time when you had to print out dozens of documents or send them by post is over. From now on, you'll be able to manage important matters in the app with your Digital ID card.

02 → Digital from start to finish. Report your move in less than 2 min! All administrative matters under the best possible circumstances, independent of time and place. The time when you had to print out dozens of documents or send them by post is over. From now on, you'll be able to manage important matters in the app with your Digital ID card.

Research has uncovered some important knowledge!

Research has uncovered some important knowledge.

Research has uncovered some important knowledge.

Research has uncovered some important knowledge.

Among other things, two digital touchpoints from each federal state were examined. Furthermore, usability tests were carried out in order to be able to substantiate predicted problems. 

Among other things, two digital touchpoints from each federal state were examined. Furthermore, usability tests were carried out in order to be able to substantiate predicted problems.

Among other things, two digital touchpoints from each federal state were examined. Furthermore, usability tests were carried out in order to be able to substantiate predicted problems.

Among other things, two digital touchpoints from each federal state were examined. Furthermore, usability tests were carried out in order to be able to substantiate predicted problems.

diva_Image_05

Do not call it "User Testing", because you are not testing the user, but his interactions with the touchpoints.

Do not call it "User Testing", because you are not testing the user, but his interactions with the touchpoints.

Don't call it "User Testing", because we do not test the user, but the digital touchpoint.

Do not call it "User Testing", because you are not testing the user, but his interactions with the touchpoints.

On the example of the Berlin public administration website, a usability test was executed with fourteen test persons with regard to the use of the digital touchpoint, the mobile website.

On the example of the Berlin public administration website, a usability test was executed with fourteen test persons with regard to the use of the digital touchpoint, the mobile website.

On the example of the Berlin public administration website, a usability test was executed with fourteen test persons with regard to the use of the digital touchpoint, the mobile website.

On the example of the Berlin public administration website, a usability test was executed with fourteen test persons with regard to the use of the digital touchpoint, the mobile website.

The reality check: when digital services meet the human factor.

The reality check: when digital services meet the human factor.

The reality check: when digital services meet the human factor.

The reality check: when digital services meet the human factor.

The misinterpretation of the potentials and risks of a digital transformation is responsible for the fact that people do not benefit from digital offers. The test result showed that three to four times more effort than planned had to be invested in the User Journey alone. The analysis does not consider what happens on-site during direct interaction in a branch office.

The misinterpretation of the potentials and risks of a digital transformation is responsible for the fact that people do not benefit from digital offers. The test result showed that three to four times more effort than planned had to be invested in the User Journey alone. The analysis does not consider what happens on-site during direct interaction in a branch office.

The misinterpretation of the potentials and risks of a digital transformation is responsible for the fact that people do not benefit from digital offers. The test result showed that three to four times more effort than planned had to be invested in the User Journey alone.

The misinterpretation of the potentials and risks of a digital transformation is responsible for the fact that people do not benefit from digital offers. The test result showed that three to four times more effort than planned had to be invested in the User Journey alone. The analysis does not consider what happens on-site during direct interaction in a branch office.

diva_Image_06

User Journeys - The moment that is important when users express their thoughts

User Journeys - The moment that is important when users express their thoughts.

Intuitive, simple and lightning fast. The result of user-centered design.

User Journeys - The moment that is important when users express their thoughts

A detailed analysis of the usability test results of the individual test persons was carried out. It was important to really understand where the users were staying for how long and whether there was a good reason for this. It was noticeable that among other things users did not use Google as a standard search engine, especially had problems to find the right websites. Different age groups, educational backgrounds, digital prior knowledge and technical requirements such as manufacturers of smartphones or operating systems were taken into account.

A detailed analysis of the usability test results of the individual test persons was carried out. It was important to really understand where the users were staying for how long and whether there was a good reason for this. It was noticeable that among other things users did not use Google as a standard search engine, especially had problems to find the right websites. Different age groups, educational backgrounds, digital prior knowledge and technical requirements such as manufacturers of smartphones or operating systems were taken into account.

diva's User Flow is so simple that the user really only has to be taken gently by the hand at the most important points. For example, if he can't find the digital code to re-register.

A detailed analysis of the usability test results of the individual test persons was carried out. It was important to really understand where the users were staying for how long and whether there was a good reason for this. It was noticeable that among other things users did not use Google as a standard search engine, especially had problems to find the right websites. Different age groups, educational backgrounds, digital prior knowledge and technical requirements such as manufacturers of smartphones or operating systems were taken into account.

Intuitive, simple and lightning fast. The result of user-centered design.

Intuitive, simple and lightning fast. The result of user-centered design.

Intuitive, simple and lightning fast. The result of user-centered design.

Intuitive, simple and lightning fast. The result of user-centered design.

diva_05

Background knowledge, vision, and strategy

Background knowledge, vision, and strategy

Background knowledge, vision, and strategy

Background knowledge, vision, and strategy

Is your Master Thesis just an app? No. The service is built on a design strategy that enables digital transformation through modular integration of services. Understandably, I cannot present all the dimensions of my work without further explanation. If you are interested I recommend the explanation video.

Is your Master Thesis just an app? No. The service is built on a design strategy that enables digital transformation through modular integration of services. Understandably, I cannot present all the dimensions of my work without further explanation. If you are interested I recommend the explanation video.

Is your Master Thesis just an app? No. The service is built on a design strategy that enables digital transformation through modular integration of services. Understandably, I cannot present all the dimensions of my work without further explanation. If you are interested I recommend the explanation video.

Is your Master Thesis just an app? No. The service is built on a design strategy that enables digital transformation through modular integration of services. Understandably, I cannot present all the dimensions of my work without further explanation. If you are interested I recommend the explanation video.

Service Concept Map

YOU ARE

YOU ARE

WELCOME!

WELCOME!

WELCOME!

WELCOME!

WELCOME!

Mail   -   LinkedIn   -   Xing

© 2019 Julian Robert Körber. All rights reserved.

© 2019 Julian Robert Körber. All rights reserved.