Digitally connecting public services with clarity: Service blueprint for the Canton of Grisons’ ePortal
Holistic service design for citizen-centric digital administration
User-centricity as a compass for eGovernment
The Digital Administration Staff Office of the Canton of Grisons commissioned Ergosign to create a customer journey map illustrating citizen needs and potential digitalization approaches across key touchpoints. The goal was to examine the interplay of systems from both user and stakeholder perspectives to derive concrete optimization potential. Through systematic UX research, service blueprinting, and interdisciplinary workshops, we developed actionable recommendations to optimize the existing ePortal, which bundles all digital administrative services into a single tool.
Reducing complexity, creating transparency
The initial situation
The canton's digital administration offerings consisted of several separate systems — ePortal, eAccount, website, and specialized applications — whose interaction was not transparent to citizens. Media disruptions, unclear interfaces, and the lack of an overall strategic perspective hindered a consistently human-centered user experience. The objective was to analyze interactions with the ePortal from the citizens' perspective using exemplary services and to provide recommendations for the portal's further development.
From deep understanding to strategic blueprint
Our approach
Digital administration only works when processes, systems, and user needs are considered together. Therefore, we combined strategic UX research with service design and operational structural work. Based on a "proto-journey," a validated "as-is" journey was first developed through interviews with stakeholders and citizens. Building on this, a "to-be" journey was created and expanded into a service blueprint, including the system landscape, interfaces, and internal processes. The resulting recommendations form the strategic bridge between analysis, design, and technical implementation.
A modular foundation for digital transformation
Our solution
Holistic service analysis: Transparent representation of all relevant user and system interactions within the eGovernment ecosystem.
Service blueprint as a steering tool: Links the customer journey with system architecture and internal processes — serving as a strategic basis for decision-making.
Structured recommendations for action: Concrete, prioritized measures to optimize efficiency, simplicity, and security based on user needs.
Reusable methodological basis: Templates and blueprint structures enable the analysis of additional administrative services.
Strategic alignment of the ePortal: Clear guidelines for the future development of digital services.
The collaboration with Ergosign has sustainably sharpened our view of digital administrative services. We were not only able to derive concrete optimizations but also establish internal competencies and new ways of working — a strong foundation for future projects.
Kanton Graubünden
About the client
The Canton of Grisons is the only trilingual canton in Switzerland. Its nearly 205,000 inhabitants speak German (72.9%), Romansh (14%), and Italian (13.1%). This cultural versatility is reflected in its economy and politics. Furthermore, the Canton of Grisons is a canton of immense scenic beauty and tourist appeal. In an environment shaped by different languages and regional needs, a central, clear access point to administrative services is essential.
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