Start with the customer. Qualitative research helped the team to not only understand the citizens better but also to become aware of their own biases. The insights were collected in a research report and illustrated with a high-level customer journey. Next, a design sprint was conducted with the main question: how might we apply the benefits of phone services to digital services, to make citizens feel more comfortable and self-reliant? This resulted in validated concepts.
In sum, the team conducted 57 in-depth interviews, completed three design sprints and built 3 prototypes in about 30 days.