Jobcenter Rhein-Neckar-Kreis
Jobcenter Rhein-Neckar-Kreis
Jobcenter Rhein-Neckar-Kreis has 6 locations around Heidelberg and supports and advises people across many areas.
The new website was meant to help shift the image of the “dusty public authority” towards a modern institution. Am I in the right place? Or maybe not? Good, individual advice takes time. Which is not always available. One reason was an increasing number of “wrong” enquiries that are handled not by Jobcenter staff but by other institutions. These users need to be guided to the right place quickly, because answering their questions is essential and existentially important. For that reason a continuous user journey was developed that reaches far beyond what Jobcenter Rhein-Neckar-Kreis itself offers.
Human. I know that feeling.
The reservations, anxieties and feelings of shame that customers often experience when they have an appointment at the job centre are human and understandable. What is needed here is empathy and understanding – humanity, in a word. We put this factor at the centre of the new website and aligned all the content with it. Real people – real staff in everyday situations, together with an appreciative tone of voice in the copy, are there to take the worry away before the first appointment.
One job centre = many forms.
It is simply part of the process to fill in a fair few (it feels like hundreds of) details on forms. Mistakes happen again and again. That leads to frustration on both sides – applicant and caseworker. To minimise this, tutorials were created for all the important forms, an FAQ area with keyword tagging was developed and a download area was integrated.
I have a quick question.
Often they are only short questions that previously had to be settled by phone. With the go-live of the new website, users now also have a chatbot and a live chat available for a quick answer.
Services:
- Strategy and concept
- Accessible UX design
- Technical implementation/development
- Interface development to ERP
- Photo shoot
- Video production
- Animated tutorials
- Maintenance and support
