Public services

Children of divorcing parents many time suffer emotionally when the process is not solved because the parties cannot agree. Mediation Service helps make the process smoother and avoids putting too much strain on the children.

Every year around 25,000 children in Norway experience a divorce – many of which end up in conflicts, which puts a strain on the children and parents. A mediation service is vital in reducing that strain. Bufdir, (The Norwegian Directorate for Children, Youth, and Family Affairs) wanted to pursue opportunities for innovation and improvement for the service, as they had seen that counseling tasks had increased in complexity due to more diverse user groups.

More diverse user groups required an improved service

Family in living room

By applying service design methods such as user involvement and co-creation, we identified  user needs and essential areas of improvement. We conducted interviews with parents and children throughout the various stages of mediation, interviews with family counseling mediators, and observations of parental mediation. Different families have different needs, so together with Bufdir, we designed a module-based 

 enabling the tailoring of mediation according to the family situation.

Service Proposition

A modular mediation service

Level of conflict illustrations

Principles

The modular service provides an improved and tailored user experience, making it easier for both the families and the mediators. Ultimately, a tailored, more dependable service for the parents will mean better support for the children affected by the separation. By involving the different stakeholders in the process, we have anchored the solution firmly within the Bufdir organisation and ensured that the user needs are met.

An improved and tailored user experience

User journey

Timeline

Digital collaboration agreement

Handbooks for mediation

Danish Design Award 2020

DOGA Design Award

Oslo

Safer patient pathways through improved transitions

Holistic public services for severely ill children

Redesigning daycare at Stavanger University Hospital

Enhance your customers' experiences

Service Experiences

Streamline and improve your internal flows

Ways of Working

Mediation service for divorcing parents 