1. Building better services Building better user experiences
Service design
Building better services
Building better user experiences
Kathrine Remers Hanssen
Department of communications
Statistics Norway

2. Services should be designed to deliver a unified and efficient system rather than component-by-component which can lead to poor overall service performance.
Services should always be designed with input from the users of the service
Services should be prototyped before being developed in full
Services should be designed and delivered in collaboration with all relevant stakeholders (both external and internal)

3. Case
Annual survey on housing conditions and rent. The purpose of the survey is to map housing conditions, and rent prices for different types of rented dwellings in Norway dwellings take part in the survey.

4. GOALS
In the short run: Improve communication with the resondents In the longer term: Higher respond rates Better standing in society

5. dwellings don’t respond at all 50 % respond rate Web survey Voluntary Contact by and SMS

6. From component-by-component to a holistic design
Web survey
SURVEY FROM SSB
Go to survey

8. Prototyping and testing
Insigts
Interviews
Workshops
Analysis
Idea generation
Design
Customer journey map
Action plan
Prototyping and testing
Prototype service consepts in reality

9. Project plan April – June 2017
Insigts
Interviews
Workshops
Analysis
Idea generation
Design
Customer journey map
Action plan
Prototyping and testing
Prototype service consepts in reality