Reference number
Funding from Vinnova SEK 300 000
Project duration May 2019 - January 2020
Status Completed
Venture Social innovation - development and testing
Call Test and develop a social innovation – step 1 2019

Purpose and goal

The project´s aim was to strengthen the influence of marginalised individuals and organisations by facilitating the filing of formal complaints to Gothenburg Municipality. We have developed the webpage Klaga på stan. It consists of forms that make it easy to write a good complaint. The service sends complaints directly to the right unit in Gothenburg. The service will be released in March 2020. Klaga på stan is designed for individuals as users, but organisations will be able to use the service to highlight their members issues.

Expected results and effects

We have developed a webpage that supports individuals in filing complaints to Gothenburg. The work has included two prototypes, a brand concept, five different complaint forms for different topics, texts, accessibility evaluations of prototypes, and user tests focused on cognitive accessability. Remaining work: Texts, two accessibility tests, user tests, deployment and launch. The expected effect is that more efficient complaints will reach Gothenburg, making individuals´ experiences visible in the municipalities quality assurance work.

Planned approach and implementation

In the application we wrote that the webpage would be developed iteratively and incrementally, but the work was still planned in a linear and "neat" way. The actual process has been characterized by the fact that we collected and implemented the target group´s feedback early on. As a result, we deviated from our planned process, and had to spend much more time in the design and prototype phase than we had intended. In relation to the end result, we the deviations from the plan have been highly productive and important, but it has put us slightly behind schedule.

External links

The project description has been provided by the project members themselves and the text has not been looked at by our editors.

Last updated 17 April 2020

Reference number 2019-01844

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