User-centricity as a compass for eGovernment
The Digital Administration Staff Office of the Canton of Grisons commissioned Ergosign to create a customer journey map illustrating citizen needs and potential digitalization approaches across key touchpoints. The goal was to examine the interplay of systems from both user and stakeholder perspectives to derive concrete optimization potential. Through systematic UX research, service blueprinting, and interdisciplinary workshops, we developed actionable recommendations to optimize the existing ePortal, which bundles all digital administrative services into a single tool.
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