The "ServiceX" project is an initial project for user-centered work with the aim of sustainably improving online services. The aim is to develop new ways of working and approaches to help make them more effective. This project not only serves to directly solve existing problems, but is also intended to be used as a testing ground for new methods. The motivation behind this is to continuously improve the experience of citizens when using online services and to increase the number of online cases. The driving license exchange into the card format was used as an example service.

Based on the statistics, it was found that the application channels via email or post were well received, but not the online application. This is exemplary for many services. This is often due to the fact that people have to find their way around many pages again and again - from the website to the service portal to the online form.

In this first project, it was recognized that the many individual solutions are viewed and questioned very separately from one another. This silo mentality must be replaced by shared responsibility and a smooth, uniform user experience.

Over the course of the project, the cross-departmental team worked with the so-called journey mapping methodology. This involves tracking citizen activities step by step, formulating findings and deriving potential for improvement. This also enables the implementation of quick wins, i.e. simple and quick optimizations. It turned out that journey mapping is an excellent method as it allows services to be analyzed and improved from the perspective of the user.

The project team developed a procedure in which services can be worked on and improved continuously and, above all, across departments. In the overall assessment, various approaches and practices were developed with product management as to how this management practice could be implemented at the City of Bonn.