Public sector Service design Workshops

Digital transformation for financial management in the public sector

Introducing UX practice to a Ministry that had never used it

Helpdesk incidents in 2018 +60%
Service design sessions run 4
Shared vision agreed 3 yrs

In 2019, I led a digital transformation project that motivated employees to recognize the importance of implementing UX practices in the Ministry for renewing the financial systems. As a result, I contributed to developing and enhancing a payment system called “UEPEX”, which is crucial for managing the budget, finances, and accounting in the public sector.

Where
Argentina
Organisation
Ministry of Treasury · Public sector
Year
2019
My role
Designed and facilitated four service design workshops with functional analysts and stakeholders, from brand vision to business canvas.
Participants working together during one of the service design sessions at the Ministry
01

The system

UEPEX is a financial software created in 2004. The objective is to execute external loans, for specific programmes or projects in Argentina.

The UEPEX helpdesk had increased incidents by 60% in 2018 due to usability issues and the learning curve during onboarding.

02

The organisation

All teams must adopt agile, people-centric processes to innovate and build efficient products.

The testing and analyst team used outdated methodologies and lacked service design and UX skills, which led to blockages.

03

Objectives

For the team
  • Involve functional analysts in user experience and new functional methodologies
  • Define reasons to focus on user needs
  • Acquire skills in user research techniques
  • Understand the benefits of forming an interdisciplinary team and working collaboratively
  • Demonstrate prototyping skills and develop the ability to test usability
  • Understand the importance of measuring KPIs
For the business
  • Achieve consensus between the parties to determine a long-term vision and purpose (three years)
  • Find, understand, justify and propose the value and benefits proposal
  • Investigate the risks and possible opportunities
  • Determine a strategy to carry out the objective
  • Identify tactics for the development of the final product
Workshop programme, part one: agenda and objectives of the sessions Workshop programme, part two: exercises planned for each session Workshop programme, part three: expected outcomes per session
04

Session 1 — Introduction to service design

Understand the needs and opportunities that the project will offer us, and think about the vision of the product together.

Exercises
  • How to define the brand vision
  • Five-year roadmap
Participants voting on priorities during the first session Team reviewing the vision exercise on the wall Group working together during the first service design session
05

Session 2 — Understanding the user

Objectives
  • Identify patterns of conduct
  • Understand motivations, interests and pain points
  • Find similar points in habits, product requirements, preferences and goals

Role playing to explain personas, then a personas exercise based on the users proposed — we had previously run research with the analysts. We closed with a customer journey exercise.

Agenda for the second session written on the board Participants during the personas exercise Facilitating the second session with the team Team discussing user motivations and pain points Customer journey exercise in progress Journey map built by the participants Persona being documented during the session Set of personas produced in the session Persona presented on the whiteboard to the group
06

Session 3 — Service blueprint

Mapping the service end to end: the steps the user goes through, what happens behind the scenes, and where the process breaks down.

Explaining the service blueprint method to the team Group presenting their blueprint to the rest of the participants Service blueprint being built on the whiteboard Completed service blueprint of the UEPEX process Team working together during the third session Participants collaborating on the blueprint
07

Session 4 — Business canvas

Closing the programme by tying the work back to the business: value proposition, risks and opportunities, and the tactics to get to the final product.

Building the business canvas with the participants Business canvas taking shape on the wall Team filling in the sections of the business canvas Completed business canvas for the UEPEX project

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