When Service Meets Digital: Designing Better Public Services
In this interactive workshop, participants will experience how municipalities can collaboratively design better digital public services. Using a real-life example, they will first evaluate existing city services through a structured UX/UI testing session and identify strengths, weaknesses, and opportunities for improvement. Building on these insights, participants will work in interdisciplinary teams to develop and prototype their own digital service concepts using proven service design and co-creation methods. The workshop combines hands-on usability testing, rapid ideation, prototyping, and peer feedback, providing practical insights into human-centered digital transformation in the public sector. No prior experience in design or technology is required.
Facilitator
Georg Nikolaev
Project Lead at Zukunftswerk, City of Wiesbaden
Zukunftswerk, City of Wiesbaden
Georg Nikolaev is the project manager of Zukunftswerk Wiesbaden—the innovation lab of the state capital Wiesbaden for digital participation, smart city initiatives, and civic engagement. He has been working in public administration for six years and supports projects related to digital transformation and innovation. His goal is to make digitalization understandable, practical, and accessible to everyone, and to create new perspectives for the city of tomorrow through creative formats.
Facilitator
Martina Nolte
Head of eGovernment at City of Mönchengladbach
City of Mönchengladbach
Martina Nolte is an organizational developer (M.A.) and head of eGovernment at the City of Mönchengladbach. As a bridge-builder between public administration and digital innovation, she designs user-centered services and drives digital transformation forward using agile methods. As a board member of NExT e.V. and a nationwide speaker, she stands for a collaborative and inspiring approach to modern public administration leadership.
