Stage 2
Aug 25, 2023
15:50

Case Study: Digitalization of applications for nearly 2 billion euro

Case Study: Digitalization of applications for nearly 2 billion euro of tax-payer money for the Norwegian Labour and Welfare Administration

About this session

A case study of the design process behind digitizing the applications for child benefit and cash-for-care benefit for the Norwegian Labour and Welfare Administration (Nav).

This talk touches on both UX in large enterprises (Nav has over 20.000 employees and Norway’s largest in-house design department) and accessibility. Since every parent in Norway has a right to child benefit, accessibility was a cornerstone of this project - everyone had to be able to apply.

What you expect to learn

The audience will learn how Nav, one of Norways largest employers - public or private - used product development methodology to design, deliver and continuously improve a digital application for child benefit and cash-for-care benefit.

We moved away from a solely paper-based application and made the application more user-friendly, universally accessible, and better at gathering the data needed to process applications correctly. They will learn more about the organization of Nav, their guiding principles, how they think about and work with design, and how they measure success both internally and externally. And they will learn about child benefit - money that every parent in Norway is entitled to for children under the age of 18.

Summary

The talk starts with a general introduction of Nav. Even though everyone in Norway has heard about and probably has some experience with Nav, very few know how it’s actually organized, how they think about their public services as products and how they work with design. In the rest of Scandinavia, that number is probably even lower. I will introduce Nav’s product areas and their strategy moving forward, before introducing the team that since January 2021 worked together to digitize the application

for child benefit.

I will talk about the child benefit itself, how the application process looked at the start of 2021, and then delve into the MVP based design process where we continuously launched the smallest part of the application that we saw would deliver value, before learning from that launch, improving and expanding the application. I will not only speak about what went well, but also point out where we made mistakes and how we tried to learn from it.

I will talk about how we gathered insight, both qualitative from real users and case managers, as well as quantitative through various different platforms. At the end I will show our concrete results, and reflect on how we spend the taxpayers money to make better digital services for the inhabitants of Norway.

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