The City of Amsterdam was looking to optimize a number of frequently used services such as obtaining a parking permit, reporting incidents, getting married and registering rehousing. By improving the online user experience of these processes, the local government intends to save costs.
Using a variety of UX research and design methods, the newly established UXlab team was tasked with executing and evangelizing a user centered workflow. The team was comprised of mostly external consultants. As a UX researcher in this team I executed a number of usability tests, webanalysis and surveys; standardizing methods and coaching colleagues new to these activities wherever possible. Next to this, I took up the role as product owner to ensure uptake of user insights, and streamline development and production activities.