Service Design Is Not Just About Efficiency. It's About People.
Several times, I have received messages from him that made me worry.
He takes his child to a hospital, only to discover that his bank card doesn't work. He tries to access a service and suddenly learns that a new system, a new registration, or another administrative requirement has changed the rules.
Imagine trying to care for your child while discovering that the systems you depend on no longer recognize your access.
I have witnessed another version of this story in Iran, involving Iranian citizens who travel abroad. I saw an attempt to reassess whether people were living inside or outside the country, despite existing records and reports. This raised the possibility of suspending services for large groups of people while their status was being reconsidered.
Banking access. Social services. Essential support.
Different people, different circumstances, but a familiar pattern: people lose access to services while institutions try to figure...
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