User centered rental housing information

What can the Dutch Government do to help tenants easily find information about rental housing that is relevant to them.

Public Information and Communications - Dutch Ministry of General Affairs

Informing the general public

Public Information and Communications Service from the Dutch Ministry of General Affairs helps the various parts of central government in their communication activities by providing shared communications services. The Public Information and Communications Service wants to communicate in an accessible and easy to understand language with the general public.
An internal program called “Information op Maat” (Tailor made Information) was initiated to come up with practical improvements in order to make the Governmental information more user centered.

Tailor made Information

Public Information and Communications Service had invited 31Volts within the program “Informatie op Maat” to setup a Service Design project. The goal of this project was to redesign in co-creation with tenants the way information about rental housing is delivered.

How do tenants experience the way we currently delivered information?

Approach - Dutch Ministry of General Affairs

Broaden the perspective

The first step in this project was to look beyond the current situation and research what tools people have in their daily life that help them make informed choices. The research, which evolved around an extensive photo study, delivered over 30 clues for the rest of the project.

Co-designing concepts with tenants

In the next phase of the project we invited tenants for workshops to co-design new concepts that had the potential to deliver information in a more user centered way. Through these workshops we learned which design principles contribute to information about rental housing that is easier to comprehend.

One of the deliverables was the handbook which captures the lessons learned and guides future decisions.

Results - Dutch Ministry of General Affairs

A redesign that fits

The project resulted in new ideas on how to tailor information in a way that better aligns with the needs of tenants. These ideas were translated into a redesign of the current online situation on rijkoverheid.nl. The redesign showed how and where to visualize information, provide a clear structure and add additional explanation.

Practical handbook

During the project we learned valuable lessons when it comes to delivering information in a more user centered way. Lessons that have an application beyond the scope of this project. These lessons were captured and described in a practical handbook so they can be used in future projects.


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31Volts [Service Design]