Driven by this #enthusiasm, a solution is then often worked out quickly — but that ends up giving away a lot of the potential that this beginning brings with it. Because a result can only ever be as good as how carefully we’ve determined the starting position. The better, more precise and more thorough the needs assessment and analysis of the current situation, the better a positive #UserExperience can be achieved for the state’s services. Experience can decisively help here to shorten this process, without watering down the result.

Our projects in digitising government also show how worthwhile it is to validate a digitisation concept with the product’s later users before development even starts. The knock-on effects that result from this aren’t solely about users understanding the product and being able to use it smoothly. Because that flips the perspective around: the government service itself isn’t what should be at the centre — the applicant, whether a person or a company, and their needs, should be. It’s about questioning and testing the need, and the solution devised for it. Because only then can the advantages digitisation offers actually be used, and unnecessary spending — a risk in digitising government — be avoided. Stefanie Klefisch, Maximilian Geers, Marius Block, Michael Deharde, Christoph Jansen, Michael Flach, Marc Aschenberner

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