New businesses would avoid many problems if, from the very beginning, they were aware of the laws and regulations they need to comply with. Information on laws and regulations is to an increasing extent available on the Internet. User studies also indicate that businesses find it difficult to navigate on the Internet, e.g. because they do not know what is important for them to know, and consequently what they need to look for. Therefore, these businesses still seek personal advice and guidance from real people. On this basis, SKAT took the initiative to investigate the possibilities of collaboration with other authorities who were already involved in visiting new businesses and who would be able to provide the personal advice and guidance on laws and regulations that these businesses required.
– Experts in monitoring, guidance, and compliance in a number of ministries
– Field visits and development together with three managers of restaurant businesses
MindLab arranged a dialogue between SKAT and potential partners in other ministries. During the dialogue it appeared that the Danish Veterinary and Food Administration currently visits all new restaurants during the first month after their opening. It also became apparent that the Danish Veterinary and Food Administration were planning to revise this first visit to include more information on its own laws and regulations. The idea was therefore to expand the project so that inspectors from the Danish Veterinary and Food Administration could also provide information on behalf of SKAT and the Danish Working Environment Authority. In this way the presence of the Danish Veterinary and Food Administration at an early stage would help restaurants get off to a good start.
Subsequently, MindLab helped the three authorities specify the focus and level of ambition for the information from the Danish Veterinary and Food Administration. It became clear that the most effective role of the Danish Veterinary and Food Administration on behalf of other authorities would be that of a counsellor. As counsellor, the Danish Veterinary and Food Administration will give these businesses insight into the most important laws and regulations that apply and also where they can find more information, forms, web solutions, etc. The concept is now in a pilot phase in selected restaurants.
The project was a combination of field studies, idea development and tests. The rationale was that the guidance process should be developed in close collaboration between the involved authorities and the new businesses. Already at the first workshop, employees, inspectors and public officials from the three ministries had the opportunity to meet the owner of a new café who could be a potential recipient of the new service. The day started at a café where the authorities talked to the daily manager about his needs for advice and guidance. The café was also a common point of reference for the participants in the process of creating the new solution where the participants experimented with possible formats for the future service. Later in the process, when the solution was closer to completion, the participants again had the opportunity to practice using the new service to make it as effective as possible in terms of meeting the challenges faced by restaurant businesses. This took place during visits at two other restaurants where the authorities jointly provided guidance on working environment and tax issues and subsequently evaluated the concept with the managers of these restaurants. In this way, the new concept was created in an interaction between the involved authorities and the businesses that required assistance through this new solution.
Storyboards are used for evaluation, giving you to test ideas and concepts at an early stage by visualizing them before they are carried out and implemented. This will help you determine whether the solution will work in practice, or whether it requires corrections before it can create value for the user.
The ethnographic interview provides an in-depth and specific insight into user experiences in relation to the current situation. The interview can also help to refine the existing knowledge and provide new perspectives for the further analysis and concept development in the project.