The Human-Centric Compass

About your initiative

What is your initiative about?

Describe the digital service or initiative you are assessing.

Who is the service or product for?

Describe the primary users and beneficiaries of the service.

What is your role within the organisation?

Describe your position and where you sit in the organisation.

Principle 1 of 8Put human needs and everyday life at the centre

Question 1 of 3

We have allocated a consistent budget and time specified for user involvement, testing, and improvements.

Consider whether your organisation has a predictable, ongoing budget for involving users, running tests, and making iterative improvements — not just project-by-project funding.

Question 2 of 3

There is a clearly defined role or function responsible for the whole user journey across teams/agencies.

Consider whether someone is formally accountable for the complete experience from the user's first contact to the final outcome, including any hand-offs between organisations.

Question 3 of 3

We are data-driven by using relevant information and insight to make decisions.

Consider whether decisions are informed by service usage data, qualitative user feedback, employee input, and analytics.

Principle 2 of 8Communicate clearly

Question 1 of 2

We regularly test our messages and communication with real users to ensure our messages are understood as intended.

Consider whether your organisation systematically tests communications with actual users in real contexts, and acts on the results.

Question 2 of 2

We ensure that all messages about rights, obligations, purpose and next steps are written in plain language and tested with users to check they are understood as intended.

Consider not just whether plain language guidelines exist, but whether they are applied and verified through user testing.

Principle 3 of 8Give people a seamless experience

Question 1 of 3

The owner of the service's user journey has the mandate and authority needed to address cross-agency issues.

Consider whether the person responsible for the user journey can actually make decisions and allocate resources across organisational boundaries.

Question 2 of 3

Users can move through the entire process without needing to repeat information they have already provided, regardless of which teams or agencies are involved.

Consider whether data flows smoothly across the full journey, or whether users must re-enter information at each touchpoint.

Question 3 of 3

We pay attention to whether user experiences are consistent across teams and agencies, and treat this as an important quality marker.

Consider what forms of evidence and insight you draw on to assess the consistency and quality of the user journey over time.

Principle 4 of 8Ask once and re-use

Question 1 of 3

To what extent does your organisation currently re-use existing data (lawfully and with consent) to pre-fill information or proactively deliver services?

Consider the full spectrum from no data reuse to fully proactive service delivery based on known events and eligibility.

Question 2 of 3

We have the legal competence needed to handle data reuse and consent in our initiative.

Consider whether your organisation has defined the legal basis for data reuse, implemented consent mechanisms, and explains these clearly to users in plain language.

We have not defined the legal basis or consent approach

We have identified the legal basis, but not developed consent mechanisms or communication

We are developing consent mechanisms and communication

We have implemented consent mechanisms, but communication can be improved

We have fully implemented consent mechanisms and clear communication

Not relevant

Question 3 of 3

Is there a dedicated budget and capacity for maintaining data quality?

Consider whether there is an annual allocation specifically for data quality assurance.

Yes

No

Not relevant

Principle 5 of 8Be efficient and predictable

Question 1 of 3

The user can easily see the essential steps, decisions, and information they need upfront, understand what happens next and why.

Consider whether users know from the start what the process involves, how long it takes, and what is expected of them.

Question 2 of 3

Have you built in human checks and user feedback to identify where efficiency and automation may cause bias and disadvantage people?

Consider whether there are mechanisms to detect when speed or automation produces unfair outcomes.

Yes

No

Not relevant

Question 3 of 3

The owner of the service's user journey has sufficient budget and resources.

Consider whether the journey owner has the practical means — not just the mandate — to maintain and improve the service.

Principle 6 of 8Ensure inclusiveness — leave no one behind

Question 1 of 2

Do you cooperate with and continuously involve relevant stakeholders?

Consider whether you systematically identify and involve key groups, including those most affected by the service.

Yes

No

Not relevant

Question 2 of 2

When digital services are not sufficient for the user, they can access assisted or offline routes that deliver the same outcomes without extra burden.

Consider whether non-digital alternatives genuinely provide equal outcomes, not just exist as a fallback.

Principle 7 of 8Think ahead and work proactively

Question 1 of 2

Has the organisation established a dedicated function, unit, or role (e.g., innovation lab, transformation office, AI governance team) for enabling experimentation and innovation?

Consider whether there is a formal structure that makes it safe and expected to try new approaches.

Yes

No

Not relevant

Question 2 of 2

Has the organisation defined relevant future needs or scenarios that can affect the work?

Consider whether you actively prepare for how people's needs or technology may change.

Yes

No

I don't know

Not relevant

Principle 8 of 8Safeguard privacy and transparency

Question 1 of 4

Does the end user get information on why they were contacted or were delivered a service, in plain language?

Consider whether users understand why a proactive action was taken and what it means for them.

Yes — automatically

Partially — on request

No

Not relevant

Question 2 of 4

Have you used recognised practices to ensure readability and understanding (e.g., plain-language guidelines, user testing with first-time readers, readability checks)?

Consider whether specific, evidence-based methods are used to ensure communications are understandable.

Yes

No

Not relevant

Question 3 of 4

Is information about privacy, rights and transparency available for the end-user?

Consider whether users can easily find and understand information about how their data is handled and what rights they have.

Yes

No

Not relevant

Question 4 of 4

Can the user easily opt out, correct data, or change preferences?

Consider the degree to which users can control their data and preferences — automatically, on request, or not at all.

Yes — automatically

Partially — on request

No

Not relevant