www.digital.go.jp/en/resources/user-centered-approach-guidebook

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Guidebook for Introducing the User Perspective in Administrative Services｜Digital Agency

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https://www.digital.go.jp/en/resources/user-centered-approach-guidebook

About this page

This page presents the Guidebook for Introducing the User Perspective in Administrative Services published by Japan's Digital Agency. The Digital Agency promotes digitalization to create an inclusive society where diverse happiness is realized. Historically, IT implementation in administrative services focused on government providers' perspectives, resulting in inconvenient services for users. This guidebook prioritizes user experience by adopting both provider and user perspectives, emphasizing convenience and usability for residents, businesses, and government officials. Through legal system reviews and business reform, it aims to design administrative services centered on user needs and satisfaction rather than solely provider-centric approaches.