MUNICIPALITY OF

ROTTERDAM

( 2023 )

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The relationship between humans and machines remains a complicated concept. But how do you make sure those two worlds align anyway?

CASE

GEM – INCLUSIVITY

Visit the prototype

CLIENT

MUNICIPALITY OF ROTTERDAM & UTRECHT

SERVICES

STUDY - CMD

VISUAL DESIGN

UX DESIGN

MOTION DESIGN

RESEARCH

CONCEPTING

Introduction

To answer and handle citizens’ questions in a more accurate and faster way, several municipalities in the Netherlands are working on a chatbot that will become active on all municipal websites in the country. Of course, this chatbot should also be able to deal with the questions of EVERYONE and help them in the best possible way.

Our mission, assigned by Peter van Schaick (Rotterdam), Lisa Bosma (Drechtsteden), and Peter-Paul Hellings (Utrecht), was to make this chatbot, called GEM, more inclusive for individuals with disabilities.

TEAM

Milan Hamel
Oskar Mieta
Tim van Cappellen

SUMMARY

To answer and handle citizens’ queries in a more accurate and faster way, several municipalities in the Netherlands are working on a chatbot that will become active on all municipal websites in the country. Of course, this chatbot should also be able to deal with the questions of people with disabilities and help them in the best possible way.

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I think our best and most important insight has been the following:

Through the project, you start making hypotheses that you are completely convinced of because you think you know the target audience well enough. Eventually you find out along the way (by engaging and testing with the target group) that you were completely wrong and all your hypotheses are proven false. This creates a strengthening bond with the target group because they feel heard and, for you, it is a huge step in your development as a person and designer. Even if you think you know the target group: get in touch and listen to what they need so that your design will work best.