A new service improvement mechanism through resident participation, the "Tokyo Resident User Tester Program," begins full-scale operation

▤ Summary

GovTech Tokyo has launched a new resident user tester program to continuously improve Tokyo and municipal government services. The program registers residents in advance so teams can gather feedback during planning, design, development, and operations. Its first study focused on accessibility for people with disabilities and included both survey and interview research. The findings highlight common friction in smartphone-based identity verification and other digital government workflows, and they are already being used to improve accessibility.

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