Overview:
The User Journey methodology approach aims to define and model public services by identifying shared values, engaging in co-creation, and ensuring a coherent methodology across various use cases. The project's approach emphasizes alignment with public values, respecting environmental boundaries, and empowering citizens.
Role and description:
The ACROSS project is dedicated to developing user-centric digital public services, with a particular focus on the cross-border mobility life event. To achieve this goal, the project has established a User Journey Methodology approach and an associated tool.
The user journey methodology's initial steps included inventorying existing cross-border services (based on the Gap Analysis) and internal workshops with the project partners to define goals and values and share resources and co-creative strategies. We then created an initial user journey based on personal experiences and literature and internet research, which helped create appropriate interview questions. The pilot partners conducted structured interviews in the three pilot countries with potential end-users, the results of which were collected in predefined templates, which facilitated the cross-country comparisons. Through internal online workshops, we distilled two shared user journey scenarios: one for students planning to study abroad and another for workers moving abroad for employment.
The comprehensive user journey scenarios outline the steps and experiences users undergo during these life events.
- For students, the journey encompasses phases such as exploration, research, paperwork, enrolment, accommodation, and diploma recognition.
- For workers, the journey includes similar phases but may involve additional tasks like finding schools for children, registering cars, and setting up bank accounts.
The most frequently used cross-border services in these journeys include housing services, European health insurance, registration with local authorities, taxation-related services, social benefits, and bank account opening.
However, interviewees often faced challenges in accessing and using these services. These challenges included language barriers, bureaucratic obstacles requiring numerous in-person visits to local authorities, unclear terms and conditions, unexpected expenses, and difficulties in finding reliable housing options. To facilitate these processes and improve cross-border services, the project suggests addressing these pain points through enhanced accessibility and inclusivity, peer-to-peer credential sharing, and focusing on human-to-human interactions before developing technical solutions. The project aims to improve user experiences by addressing the challenges and pain points identified in these journeys, ultimately creating a more seamless and user-friendly cross-border mobility process.
Developed by:
Waag