The Uneven Race
Play your service as a vulnerable citizen, racing the typical citizen's ghost.
The job
Lets a team reviewing a service feel the extra visits, days and drop-outs that an elderly, disabled, non-native-speaking or offline citizen faces compared with a typical one. The team commits to a fix and watches the gap close.
The moment
The deputy minister plays through a permit renewal as a 58-year-old non-native speaker with no smartphone, racing the "ghost" of a typical citizen who finishes in six minutes.
At step 3, the one-time passcode arrives only in English, and the player loses a day. The screen shows that 2,140 real people hit this problem last quarter.
At the finish, the typical citizen needed 1 visit and 6 minutes. This citizen needed 3 visits and 11 days, and 1 in 4 people like them gave up.
The deputy minister signs off an assisted route on screen. Sixty days later, the rerun passes step 3, and the real count is down to 190.
What it does
- Sign a commitment
- Create the owner task
- Hear the real citizens
- Draft the committee note
- Send the committee pack
- Share the race
What you see
Split-screen race: a playable text adventure against a ghost runner, ending in a signed commitment and a scheduled re-race
What it moves
The gap for each service: extra visits, extra days and the share who give up for each underserved group compared with the typical citizen, closing quarter on quarter.
Built for
- Executives & leadership
- Product & digital
