Service Design and Front End Interaction
summary
Claims that designers and developers act as political gatekeepers and shows how that plays out: a month‑long tracked a month of interactions map turns into a spaghetti of services, 400 backend applications under one student portal, and a subsidy rollout where 25,000 buildings qualify for repairs, a €10,000 grant and online queues that people hack. Methods include photo‑interviews, a yellow rope experiment, building and testing (and helping build the corona melder app), and failure modes like 5MB upload limits and untested waiting‑room logic.
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chapters (16)
- 0:00Service design in government
- 1:03Design and tech as politics
- 3:58Government websites evolution
- 6:25Compassionate civil servant project
- 9:12Government as disconnected computer
- 12:43Reconnecting makers and users
- 16:26Technology and cultural values
- 17:58Law to citizen relay mapping
- 21:22Dark patterns in government
- 25:12Changing government systems
- 26:57Child benefits scandal failures
- 27:39My government relationship
- 31:54Responsible tech design lens
- 32:37Groningen earthquake subsidy case
- 45:15Developers as societal gatekeepers
- 46:26Q&A
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