Empower is a self service system which makes the municipality halls in the Netherlands a more inclusive environment.
It ensures that all members of society especially the visually impaired can independently and confidently achieve their goals at the municipality halls.
Goals
Tackle Stigmas
Stigmas affect both the people they are aimed at as well as those surrounding them. They tend to have an impact on behavior, even preventing people from seeking or receiving help.
Break intimidation
There is often a fear of not understanding and not using a machine/service according to what is perceived to be socially acceptable. This could inhibit a person’s ability to achieve their goals.
Make it simple
The solution should be easy to understand and be implementable as soon as possible,
Add value
The solution should add value to the halls in terms of efficiency in order to deal with the hundreds of people who visit everyday.
The Research Process
The design of the self-service machine mimics a traditional help desk in its appearance. It is a combination of both sitting and standing machines and the user can choose which ever they want to use according what is the most comfortable for them. The machines not only create a comfortable environment for the visitors both physically and mentally but also enables a faster turnover for each municipality hall.
Benefit for the visitors:
Association to something users already are comfortable with making it friendly and approachable.
Visitors are reassured that they can spend as much time at the machine as they like.
Accessible interaction for not only the visually impaired but all visitors.
Easy access to help if required.
Waiting time is reduced.
Sorting of papers and storage of belongings are easier.
No pressure of people waiting on them, or slow processing.
Benefit for the Municipality halls:
One employee overlooks six machines.
Faster turnover, therefore there can be more visitors in a day without extra pressure.
Ticket counters can be removed as well as the number of hosts on the floor reduced.
There is a division of work between employees, so more employees can overlook those tasks which require an extra level of authority or security.
Journey in the Municipality Hall
Project Details
Individual Project 2019
(initial research was conducted in a group of 4)
Duration: 5 months
VNG Realisatie, TU Delft (Netherlands)