Map ecosystem - Githubissues

Description

The designers have flagged the need to map the ecosystem for arbeidsflate, dialogporten and the various portals and state actors that will be part of the broader journey.

This workshop will be held with designers from Team Portal and other stakeholders, but we can keep adding to it afterwards as a living document.

Method

The Danish Design Centre has a useful resource for conducting an ecosystem workshop, but we can be flexible in how we map this out visually and draw connections between stakeholders and actions.

We need to work out who this is centred around and what the 'core thing' is. Is it:

The services
The user outcome

We have decided to put the user at the core and adapt the workshop slightly to reflect NNGroup's approach of focusing on a specific service and the stakeholders and their actions mapped in terms of primary, secondary and tertiary layers.

Plan

In the workshop, Team Portal and Arbeidsflate will work together to think holistically about Digdir's ecosystem.

We will produce 2 things:

A map covering Digdirs and external services and how things were connected
Identify gaps and opportunities by documenting recommendations for how to improve the connections between products and services

We work in five parts:

We choose a person who is an edge case
We identify some actors who are connected to our main character
We identify some of the services relevant to the main person who encounters our products
We map the relationship between the main character and the actors in the meeting with the public and public services, as well as how services and products are linked across
We identify gaps and opportunities for our products

We have invited stakeholders and will hold it soon.

Outcomes

We had 3 participants from team Portal and 5 from Arbeidsflate come together to map the ecosystem for a woman migrant from the EU who wants to start a catering business in a rural town in Norway, but doesn't have a strong network in Norway yet. To break down the layers:

Centre Proto-persona, needs help with:

(1) Setting up a life in Norway
(2) Language
(3) Processes
(4) Rights and rules
(5) Setting up and running a business

(1)Setting up a life in Norway and (2) Language*:

Contact information
Telephone number
Place to live/address
BankID
Bank services
Health services
Residence permit
Network

(3) Processes

How to set up a business - research (5)
How do I pay tax
Suppliers

(4) Rights and rules:

Find rules around catering
Find rules around what they have to do for it to be legal to earn money from a catering business
Find rules around hiring the first employee
Find rules around selling alcohol at events

(5) Setting up and running a business

Practical steps on how to set up the business
Insurance
Setting up contact details and social media presence for business
Finding an accountant
Language undercuts every part of the map

Secondary Groups/organisations/people that try to help:

Resources

An old friend that moved to another city in Norway a few years ago
New friends in a Facebook group
Network from own country, who are now in Norway (found through social media)
Norskkurs/voksneopplæring

Tools

ChatGPT
YouTube
Social Media (TikTok, Facebook groups)
Finn.no (kjøp en matvogn)
Google

Places

Library
Rådhuset
Nabolaget
Local cafe/ founder cafe (grunder)

Organisations

Caritas/Kirken
Leverandører
Bryggeriet
Norturg
Innovasjon Norway
BUA/Frivillighetssenteret

Tertiary: Avenues that facilitate/execute tasks or are part of this ecosystem for the task:

Offentlig User support (phone, email etc):

ID-Porten
The Brønnøysund Registers Brreg
Altinn
Skattetaten

Websites:

Altinn.no
Nyinorge.no
Starte en bedrift/Start a business website/app
Bedriftsveiledning Narvik
Tax agency of their home country website if reporting is necessary

Services:

Samordnet registermelding to start a business
Politiet/Skattekontor
D-nummer
Inbox (and formidling, melding services as part of this link; Authorisation and Resource Registry as part of this link; Studio and Design System as part of this link)
Digipost/Eboks

Privat

Message services:

Posten
Digipost
Personal email
Personal phone number/text

Identification and financial services:

eID hva får du med d-nummer
Banks and BankID
Accounting firm
Third party transaction vendors (Stripe, Square etc)
Vipps
Insurance company (car, employees, sickness)

Information services:

Finn.no to find an employee
Google
Start-up accelerator/advisory company

Gaps

From a user perspective, we are assuming that:

If users don't have language and support in place, every additional step becomes harder
There are a large network of organisations that can possibly help, but finding that information seems to be be daunting and difficult without a comprehensive overview
We don't know enough about the strategies of established migrants, young people, older people and those new to Norway when it comes to navigating complex organisational and bureaucratic systems and requirements
There appears that there could be a a gap between the information seeking phase and the execution phase - these are often conducted on different websites or with different stakeholders, i.e. a conversation with others on a forum about the easiest way to register a business after reading a government website, versus conducting the tasks in government systems and portals. This means that some government services would be in the early information seeking phase and the transactional stage but doesn't necessarily facilitate steps inbetween

Possible opportunities

If our assumptions are correct, there is an opportunity to empower the stakeholders who are doing work with the community already - for instance, citizens on forums, friends, those in volunteer organisations. These people act as translators of government concepts and rules. The second line of assistance are people in user support (phone, email or chat) or who handle or assist with tasks or advice in increasingly rare face to face settings. We do not know enough about these groups and their actual needs though, so above all, we have the opportunity to research the needs of these particular different user groups (young, old, migrants etc).
There appears to be an opportunity to close the gap between the information seeking and execution phase. This means building up better mental models of interconnected government services and the ways that tasks are completed. We would need to research what people's existing mental models of these services and systems are. Better explanations in the Altinn catalogue as to what a service is, what it is connected to, who would use it and why this service exists could be an important part of government enhancing transparency and proving the value of democracy to rebuild trust
Connected to the last point: there is a potential opportunity to better link the government services that happen to reduce the amount of legwork done by citizens and businesses, as part of extending existing connected services

Next steps

Hold a part 2 workshop
Create a service blueprint from the mapping, focusing on the Altinn aspects

digdir / dialogporten-frontend

Map ecosystem #68