Digital identities promise simplicity and convenience, but only if they truly connect to people’s daily lives. Together with a broad consortium, we explored how ID wallets can contribute to accessible and valuable municipal services.
The municipality of Nijmegen wanted to explore, together with consortium partners, how ID wallets could help residents gain quicker and easier access to schemes and facilities. Think of reimbursements, discounts, or a bus pass. The central question: how can we design this technology so that it is not only safe and reliable, but also understandable, accessible, and relevant for everyone?
We organized user days with more than forty residents, ranging from digitally skilled people to those with less experience or trust in digital systems. We also spoke with people with visual impairments, mild intellectual disabilities, and neurodiverse participants. This gave us a broad and rich picture of real-life experiences. The tests showed that residents mainly appreciate the ID wallet when it provides direct benefits. The Reimbursement Check made this tangible: residents could immediately see what they were entitled to and how much they could save. At the same time, it became clear that simplicity should not go too far: residents want to remain in control of their data. Striking the right balance between convenience and control proved crucial. We also discovered how important guidance and reassurance are. A clear step-by-step plan and visual cues provided calm and confidence, especially for those less digitally skilled. It also became evident that the true potential of ID wallets can only be realized when all involved organizations align their processes. Based on these insights, we and our partners developed a new perspective on the problem: not the technology, but the experience and the value for residents must be the focus.
We took on a dual role: on the one hand in the strategic design of the Reimbursement Check, and on the other in the UX design of the ID wallets and their various applications. Together with the municipality and partners, we created a concept in which residents can use their ID wallet to immediately see which schemes they qualify for. This innovative form of service delivery shows that ID wallets are not only a technological innovation but above all a tool that delivers tangible benefits to residents. Through prototyping and co-creation with residents, civil servants, and technical partners, we continuously refined the solutions. This resulted in an iterative process in which strategy, technology, and human experience came together.
We designed the user experience of the ID wallet demos and the concept of the Reimbursement Check. The design makes use of accessible interfaces, clear steps, and plain language. As a result, residents experience fewer barriers and more clarity.
The Reimbursement Check plays a key role here: residents can see at a glance what they are entitled to, without complicated forms or cumbersome procedures. It makes the added value of ID wallets concrete and lowers the threshold for using them.
We also designed prototypes of various applications, such as the Reimbursement Check and the Bus Discount Pass, and tested them with diverse groups of residents. Feedback was immediately incorporated into the design, making the solutions step by step more user-friendly and relevant.
The pilot demonstrated that ID wallets have great potential to make municipal services simpler, more inclusive, and more valuable. The use of the Reimbursement Check gave residents immediate insight and confidence. At the same time, the research clearly highlighted challenges, such as the need for a clear introduction and consistent processes across organizations.
With these insights, the municipality of Nijmegen and the consortium partners now have concrete tools to further develop and sustainably implement ID wallets. This knowledge and these insights are being shared as widely as possible with other municipalities and relevant organizations.
