Zorgkantoor living lab
reducing the application from 35 to 8 days

Challenge
Families applying for long-term care faced a complex, paper-based process, leading to long waiting times and unnecessary administrative burden.​

Solution
We designed and tested a new digital intake process in a real-life Living Lab. By combining service design, rapid prototyping, and continuous user feedback, we replaced twelve paper forms with a single digital workflow and optimized the end-to-end service.

Impact

• Application time reduced by 77% (35 → 8 days)

• Higher customer satisfaction (NPS 8.9)

• Validated workflows for clients, staff, and IT

• Implementation roadmap for successful scaling across the organization