Service design for the municipal contact centre of The Hague
Every day people at the The Hague Social Affairs and Employment department are trying to help and support hundreds of people with their questions. We were asked to help make their digital work environment more user-friendly.
In collaboration with the Social Affairs and Employment department (SZW) of the Municipality of The Hague, Oak & Morrow has worked on this service design process. We’ve done research, customer journey mapping and taken several other steps to create a roadmap for improving the digital working environment.
During the process we conceptualised a digital working environment that fits the future journey of its users and creates a unified and integrated overview for the employee; making the interaction for answering every question easier in The Hague!
If you want to improve your services, move from a product to a service focus or review and strengthen your customer services for example get in touch with us. See here what else we do for service design.