Digital services kiosk for Police
Client
NZ Police
Key skills
· Prototyping
· Journey Mapping
· Service Blueprinting
· Stakeholder Engagement
· Qualitative Research
· Personas
The Challenge
The Police were looking at ways to modernise their delivery of services to the public, including more opportunities for customers to access policing services anywhere, anytime. The aim of this project was to develop and pilot kiosks to give the public increased access to Police’s digital services. Called Police Connect, these kiosks would be located at Police stations but could also be located at other public places such as shopping malls or transport hubs in the future. We had tight timeframes and this project was one of the key areas of focus within the programme of work.
The approach
We initially carried out an environmental scan to learn and be inspired by similar technology in other Police jurisdictions and within the private sector. The development of a clear value proposition for different location types was key and we spent time researching at different Police station locations i.e. rural, urban, and suburban. We spent time observing customer behaviour at stations, surveyed customers and also engaged with station staff and key stakeholders to understand their needs and concerns with this new technology. We developed a number of prototypes and held interactive sessions to test our ideas with staff and leadership.
The outcomes
Police Connect is being trialled within three stations within the greater Wellington region and has allowed the public and Police to test, iterate and improve on the technology and customer experience before any future roll-out.
Highlights
Service prototyping of the various components of Police Connect including signage, screens, functionality and the station environments
Engagement and feedback with station staff
Key collaborators
Sanjay Mathur, Project Management
Nici McGeorge, Graphic Design
Michelle Bain, Business Analysis
Alex Maplesden, Communications
