Rethinking the social security digital experience in Portugal

Client
Portuguese Social Security (self-initiated project)

What we did
Research plan (survey, in-depth interviews, usability testing)

Seg-Social

Towards user-centered digital governments

The problem

1. Discover and define

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1.1. Survey

1.2. Semi-structured interviews

1.3. Usability testing

What's next

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The benefits of the project

Time savings for citizens

Time savings for businesses

Time savings for civil servants

Good government digital services decrease the number of queries and complaints, which reduces the need for resources devoted to field offices and call centers.