Digital Post 2.0: Designing Public Communication for Real Life

Client: The Danish Agency for Digital Government (Digitaliseringsstyrelsen)

Role: Lead Design Researcher (Designit)

Year: 2019

Overview

Digital Post has solved many logistical challenges—but it has also widened the distance between citizens and the state. With Digital Post 2.0, the goal was not just to improve usability, but to rethink the relationship between public authorities and the people they serve.

Key insights

• Digital doesn’t mean equal: People’s ability to navigate digital post varies widely depending on age, literacy, disability, or life situation.

• Low trust, high stakes: Many citizens fear missing deadlines or misunderstanding important content.

• Tone matters: Communication often feels formal, cold, or even alienating—especially for vulnerable users.

• Lack of visibility = lack of control: Users struggled to understand who sent what, and what actions were expected of them.

Strategic direction

We delivered a foundational research and concept study to shape the future of Digital Post. Through citizen interviews, stakeholder workshops, and journey mapping, we identified critical needs and opportunity spaces to guide further development.

Design outcomes

• Personas and user journeys rooted in life context and accessibility needs

• Concept directions focusing on tone of voice, notification control, and agency over communication

• A co-created vision for how Digital Post can foster dignity, clarity, and trust

Impact

The work helped establish Digital Post as more than just a mail platform—it’s now part of a human-centered digital welfare state. Our insights laid the groundwork for future features that address complexity, inclusion, and emotional resonance in public communication.