Why do the Details Matter?

We often draw a line between the time someone spends accessing service and the other things that are happening in their life, but for people the two are very intertwined.

Taking time to learn about every aspect of someone’s life can provide new insights to inform the way services are designed. It can help us build services that better integrate with people’s lives. As part of the engagement, we asked people about things like how they get around, how they spend their free time, and what’s important to them.

The stories we heard help illustrate how life impacts service, how service impacts life, and why it matters.