Working in collaboration with the Emergency Response Centre and the Ministry of the Interior's IT and Development Centre (SMIT), we contributed to improving the workflows of rescue coordinators and logisticians. The primary measure of a rescue coordinator's work is speed – the rapid delivery of help to those in need. However, this can occasionally lead to a poor customer experience.

You might have heard of the "customer journey" as a design method, but the concept of a "service blueprint" might still be new to some. Designing an excellent customer journey is crucial, but if an organization can't function smoothly in delivering its services, then a great customer experience can't be sustained for long. Mapping a service blueprint is a method that helps integrate service usage and delivery into a cohesive whole, being a key tool in service design.

Service design is not something to do when you have leftover time and money. The new norm should be to focus on how to be customer-centric, what changes it requires, how it relates to today's business goals, and what it means for every person in their daily work. What can the private sector learn from the public sector? We share our observations on similarities, differences, and lessons that both sectors can reflect upon.

There are bigger or smaller web forms on almost every website, but a lot can go wrong with them. From the accessibility aspect, the form must be simple, understandable, and navigable with a keyboard (for example, for a person with motor impairment who is unable to use a mouse) as well as various assistive technologies, such as a screen reader (software that reads out everything that happens on the screen to a blind user). Let's see how to do that.

It is time to switch to some accessibility topics again and today, we will focus on one of the most important pillars in web design – colours. When showing information and relationships, we cannot rely solely on colour, because we all see colours a little differently, and for some they look more similar than to others. Use patterns, layouts, dotted lines, and other creative solutions!

We all come into contact with different user interfaces (e.g. through the web, self-service, ticket purchase systems). In most cases, the user interface contains a large amount of microcopy. In this article, I will discuss the importance of microcopy and describe the results of an exciting experiment that I conducted using the neuro UX tool.