PLAIN LANGUAGE IN

E-SERVICES

KARIN HANSSON (VHS) & SUSANNA NISSAR (InUse) Illustrations: Lisa Holmberg (InUse)

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Text from different systems

Content too late in the process

Complex system underneath the surface

Antagning.se startsidan

University database

Admissions system

CMS

Hard-coded

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Design

Implementation

Content

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Design

Implementation

Content

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Tests with users

Implementation

Design Team Demo

Target groups

Usage goals

Actions

Aim

Effect map

Target groups

Usage goals

Actions

Aim Apply online without help from call center

First time applicant

Understand the progress of her application

Translate technical language

Effect map

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SUSANNA NISSAR InUse Consulting AB susanna.nissar@inuse.se

KARIN HANSSON The Swedish Agency for Higher Education Services (VHS) karin.hansson@vhs.se