People are a central component of technology and innovation management. Services are provided and consumed by them. In order to design excellent services, people and their needs should be deeply understood. To this end, people are actively involved in the development processes. This means that solutions are developed in interaction with citizens, employees, technology experts and other relevant stakeholders. In this way, solutions are created that are accepted, supported and driven forward independently. When implementing the Online Access Act, the services to be offered to citizens must be precisely specified and implemented in a user-centred manner. For a legally compliant and up-to-date user experience, both the service specification (service blueprint) and the technologies used must be harmonised and aligned with the individual needs of the users.
The targeted use of technology and innovation management can contribute significantly to user acceptance. Taking the requirements into account, we use innovative solutions and methods and develop concepts that enable a user-centred and technologically mature OZG implementation. To this end, the following aspects serve as our guideline.
Co-authors: Sebastian Sternberg, Stoyan Alexiev
Andreas Fachinger
Partner, Consulting, Lighthouse Germany – Center of Excellence for Data & Analytics
KPMG AG Wirtschaftsprüfungsgesellschaft
The primary aim here is to understand users and the central context of use so well that relevant requirements and goals can be derived. The methods used for this depend on the respective client situation and can range from immersion techniques to qualitative design research in the form of explorative interviews with the users. The results are processed in workshops with heterogeneous teams.
An in-depth understanding of the needs and the context forms the basis for the development of ideas. In workshops, we develop initial ideas, cluster them in terms of content and define various criteria for prioritisation.
The prioritised ideas are prototyped by our prototyping experts. In the process, concrete storyboards are created that visually represent the process of the service. Prototyping is the central building block for testing the acceptance of the service by the user, as well as for evaluating the technology requirements and collecting the input of various internal and external stakeholders.
In user testing, the critical hypotheses of user behaviour are translated into test scenarios. Tests are then carried out with the target group. It is important to define exactly what the goals of the test are and when the test is considered successful. Our team has extensive experience in designing test scenarios and conducting user tests. In addition, we can also evaluate the technological feasibility as well as the prospects of success of the business model.
The systematic and continuous consideration of current information technology developments is an essential enrichment of idea management and sharpens the approaches to OZG implementation. As an internationally active technology consultancy, we can draw on comprehensive internal resources and experts. This includes the technology fields of big data, blockchain, eID, robotics, AI and AI security, distributed cloud storage, process mining and data mining.
We develop the right product with you
Their administrative services are consistently implemented according to the OZG implementation principle of user orientation. Services are tested and prototyped beforehand in the context of the target group. This increases the acceptance of the developed services. You benefit from low development costs and faster development times and a reduced risk of project failure. We support you in developing a programme that is tailored to your individual situation. We use a sprint-based, modular approach inspired by the phases of the Design Thinking process. Our approach is characterised by a variable space, the KPMG Ignition Center, heterogeneous interdisciplinary teams and structured and proven processes.