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Before we begin

This guide was created to help designers and developers create friendly and easy-to-use digital public services to successfully serve citizen needs.

In a few words, our goal is to provide a seamless experience for all users whenever they use GOV.GR and the services under its domain. We want to offer simple services that are accessible and comprehensible by the entire population.

Service standard

The Service Standard helps teams to create and run great public services. The context of the user experience and trying to identify how users think about each problem is the most fundamental aspect of the design process. The following principles will help your team create and manage a valuable digital service.

  1. Understand users and their needs
  2. Solve a whole problem for users
  3. Provide a joined up experience across all channels
  4. Make the service simple to use
  5. Make sure everyone can use the service
  6. Have a multidisciplinary team
  7. Use agile ways of working
  8. Iterate and improve frequently
  9. Create a secure service which protects users’ privacy
  10. Define what success looks like and publish performance data
  11. Choose the right tools and technology
  12. Make new source code open
  13. Use and contribute to open standards, common components and patterns
  14. Operate a reliable service

Avoiding antipatterns

A common mistake most teams make is that they hurry to implement digital versions of existing bureaucratic processes and practices, without simplifying them first. Additionally, sometimes designers and service teams skip doing user research and assume what users need or want in a situation. Therefore they proceed with the service implementation and become aware of actual user needs and issues after delivering the service. It is easier to resolve an issue during service design than after its delivery.

Of course, partially or inadequately solving problems and needs leads to unsatisfied users. This alone makes it difficult to achieve our goal of providing simple and effective services to users.