Post by Paper Giant

Government services are often designed around departments. But people don’t experience life that way. Major moments like the death of a loved one cut across systems, requiring individuals to navigate multiple services at once, often while under significant emotional and cognitive strain. Through ‘life events’ research, we worked with the Digital Transformation Agency to better understand these experiences from a human perspective. By listening to people navigating loss and the services supporting them, we uncovered where fragmentation creates friction, duplication, and unnecessary stress. What emerged was a clear case for more connected, responsive services that reflect the reality of people’s lives. Designing around life events shifts the focus from systems to people, helping governments deliver support when it matters most, in ways that are easier to access and more meaningful to use. Read the full article to explore how life event research can reshape service delivery across government. https://lnkd.in/gs8RUiTa #research #government #design #services #systems