Service Design
User journeys on Borger.dk
A service design project developing a guide on borger.dk to help young people navigate the process of starting a higher education program — including SU, student loans, ungdomskort, and tax rules. Using methods from service design and ethnology, we interviewed applicants to higher education, mapped the user journey with service blueprints, identified pain points, and created personas — including Mikkel, a fictional 23-year-old — to keep the applicant's perspective central throughout the project. The work was done in collaboration with the Danish Agency for Higher Education and Science, the Agency for IT and Learning, and the Danish Tax Agency.
EXAMPLE OF MY ROLE:
Worked with service blueprints to map the user journey together with the underlying systems and processes behind it, helped create personas — including Mikkel, a fictional 23-year-old — identified pains and gains from applicant interviews, and took part in setting up the guides on borger.dk.