How can digital government services be designed based on people's needs and circumstances? One thing is certain: 'putting citizens first' sounds easier than it is. That’s why I investigate this question in practice. In this article, I explain how my colleagues and I are looking for new ways of involving citizens in our design process. And I reflect on the question of how much power designers in government are prepared to share with citizens – and how much influence citizens actually want to have.

How can digital government services be designed based on people's needs and circumstances? One thing is certain: 'putting citizens first' sounds easier than it is. That’s why I investigate this read more