A workable model for digital inclusion among service providers

FPS Economy

The Click-Call-Connect project, conducted in collaboration with the FPS Economy and VUB, focused on designing a user-friendly and future-oriented service model for companies in Belgium. Through literature research and co-creation with companies, a three-part model was created that guides them in 3 phases to recognize thresholds, design solutions and create a roadmap.

facilitate

research

Digital services in Belgium are growing rapidly, but not everyone can or wants to keep up with this evolution. For the FPS Economy, it was important to understand how companies can evolve towards an inclusive (digital) service where the user has multiple options: digital (click), telephone (call), or physical (connect). The challenge was to translate a theoretical concept into a practically applicable model that works for various sectors, including SMEs.

The original request from the FPS Economy was to improve the existing click-call-connect model. However, our research showed that companies mainly struggle with the implementation of the model, not with its content structure. The challenge therefore shifted to creating practical tools that support companies in application. The VUB started with literature research and expert interviews, and we then conducted qualitative interviews with companies. Based on these insights, we developed a three-part thinking and doing model that guides companies through three phases: recognizing thresholds, designing solutions and creating a realistic implementation roadmap. The model was validated with actors in the field.

The end result is a hands-on model, including a visual roadmap and roadmap that encourages companies to reflect and act on their digital services. The tool is flexible and deployable in a variety of contexts, providing a solid foundation for future implementations of click-call-connect. It received a positive reception from various stakeholders and provides a basis for further deepening and research.

This project was commissioned by the FPS Economy, with substantive support from the Free University of Brussels (VUB). The collaboration illustrates how public institutions, academic expertise and a human-centered design methodology come together to create sustainable and effective solutions. The success of Click-Call-Connect highlights the importance of innovation and collaboration in modernizing public services.

Why is action being taken?

A workable model for digital inclusion among service providers

Digital services in Belgium are growing rapidly, but not everyone can or wants to keep up with this evolution. For the FPS Economy, it was important to understand how companies can evolve towards an inclusive (digital) service where the user has multiple options: digital (click), telephone (call), or physical (connect). The challenge was to translate a theoretical concept into a practically applicable model that works for various sectors, including SMEs.

Development of a three-part thinking and doing model

The original request from the FPS Economy was to improve the existing click-call-connect model. However, our research showed that companies mainly struggle with the implementation of the model, not with its content structure. The challenge therefore shifted to creating practical tools that support companies in application. The VUB started with literature research and expert interviews, and we then conducted qualitative interviews with companies. Based on these insights, we developed a three-part thinking and doing model that guides companies through three phases: recognizing thresholds, designing solutions and creating a realistic implementation roadmap. The model was validated with actors in the field.

A workable model for digital inclusion among service providers

The end result is a hands-on model, including a visual roadmap and roadmap that encourages companies to reflect and act on their digital services. The tool is flexible and deployable in a variety of contexts, providing a solid foundation for future implementations of click-call-connect. It received a positive reception from various stakeholders and provides a basis for further deepening and research.

An innovative collaboration with FPS Economy and VUB

This project was commissioned by the FPS Economy, with substantive support from the Free University of Brussels (VUB). The collaboration illustrates how public institutions, academic expertise and a human-centered design methodology come together to create sustainable and effective solutions. The success of Click-Call-Connect highlights the importance of innovation and collaboration in modernizing public services.