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Wawer. Warsaw District Office.  

Wawer District, Warsaw, invited us to assist with a pilot project. Their aim was to change how the office operates and improve the residents' experience with the District Office's services. Our task was to develop a map of interactions that outlines all the relations between the residents and the office, to help make the handling of official business feel more friendly and be less time-consuming.

  • Wawer, Warsaw  
    2020-2021  
  • Accomplished Services:
    more efficient use of available resources
    reduced the negative impact on the environment 
  • Impact:
    more efficient use of available resources

The institution has 18 departments and receives xx applications from its residents every year. The serious challenges in this project were the multiplicity of services the office provided, as well as the enforcement of the official procedures, which were complicated and incomprehensible to residents.

 

The main task in the project was to find a way to organize the services for residents, and our goal was to create a simple and efficient navigation system regarding official matters.

In our office, we don't have petitioners, we have customers.

 

Norbert Szczepański,
Mayor of Wawer District

We conducted a number of surveys and interviews on XXX residents. We observed the practices of other offices in Poland and even globally. We invited Manufakturę Badawczą to cooperate with us, and together we segmented the clients depending on their needs and problems.

Over time, we felt that the challenge was becoming increasingly difficult and almost impossible to overcome. Each stage of our research showed more formal procedures that needed to be dealt with, our challenge becoming increasingly complex. Although, just when we thought we were at a dead-end, we encountered a massive breakthrough.

Service safari, namely participatory research, where we tested the services on ourselves by roleplaying various stakeholder groups. This roleplay showed us key insight.

 

We finally got what we were aiming for: order amidst all the chaos.

The information system developed was based on the logic of the most powerful knowledge base - the Google search engine. Intuitive problem solving was reflected in the office's interaction map.

 

Krzysztof Bogomaz,
Head of Organisation Department

praca warsztatowa nad mapą interakcji

praca warsztatowa nad mapą interakcji

 

The data we collected made it possible to create a map of the residents' interactions with the office, governed by the frequency of occurrence of a given official matter.

From this, we created a catalog of interrelated services the office could provide, where residents can navigate by frequency, urgency, or even atypicality. The catalog used language and keywords that were easier to understand than before, specifically when naming the problems the office can assist with. We made the classification system even more specific by numbering the services.

 

Thanks to the design approach we took based on the results of the research and the involvement of the client's team, we were able to change how the office operates and the official structures in accordance with UX trends.

 

The interactive map we developed for the Wawer district and its creation process is now a blueprint for other Warsaw districts on how to organize and improve communication with residents.

As a result, the Wawer District Council Office was able to:

 

  • reduce the number of inquiries regarding how to handle cases by xxx%
  • reduce the time for sessions about required documentation for specific issues by xxx%
  • reduce the number of complaints about the office by xxx%
  • reduce standard customer service time from xxxmin to xxmin
  • increase customer service satisfaction by xx%
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