How to Design a Human-centred Digital Transformation Initiative: An Emerging Case Study From Ukraine

Throughout the pandemic, governments have rushed the development of digital tools for citizens to receive public services online—to minimize in-person appointments, keep operations running despite lockdowns and expedite service delivery. Against this backdrop, the Government of Ukraine achieved progress in reshaping how citizens interact with the state. This brief highlights preliminary lessons learned from designing an inclusive eService support project, the differences between a ‘client-oriented’ and the Human Rights Based Approach (HRBA)2 to electronic service design and delivery and some implications of leaving no one behind in the ‘digital by default’ world.