InSight

Summary

A semester-long systems-design project for two Danish public clients, reframing a slow, fragmented public service into a problem of coordination — and answering it not with new technology but with a co-design game that lets the people inside the system map and repair their own workflows.

Visually impaired citizens in Denmark wait six to twelve months for state-provided assistive aids, far beyond the eight-week legal deadline. Working with Hillerød Communication Center (CKU Hillerød) and Rudersdal Municipality, we set out to find where the time goes.

We combined desk research with field work: interviews with IBOS and visually impaired users, and cold-calling fourteen municipalities and communication centers to secure stakeholder meetings. The early instinct — build a better assistive device — dissolved as the evidence pointed elsewhere.

The core issue was organizational, not technological. Cases stall in the hand-offs between municipalities, communication centers, and doctors, and every municipality structures the process differently, so no single “ideal” workflow could be imposed. Using systems thinking and the N-model, we treated it as a wicked problem and reframed the brief: design a flexible tool that lets stakeholders see and reduce friction in their own processes.

That tool became InSight — a tabletop design game. Participants pick a real process, map the stakeholders, tasks, inputs, outputs, and timings, mark the friction points, and use prompt cards drawn from lean, systems-engineering, and behavioral-design theory to brainstorm fixes. It works as a boundary object: a shared surface where people who each see only part of the system can reconstruct the whole together.

We refined it across co-creation workshops with real stakeholders from CKU Hillerød and Rudersdal Municipality. The first sessions exposed usability problems; we simplified the rules, added a video guide, and moved the map to a wall with a dedicated note-taker. Tacit knowledge normalized in everyday work surfaced, and participants were surprised how many dependencies hid inside “simple” workflows.

InSight ships as an open, print-and-play toolkit — boards, stakeholder and method cards, task trackers, friction markers — alongside a landing page that explains the system and hosts the downloads, built with Claude Code and deployed on Vercel. Rather than a one-time analysis, it is a reusable instrument municipalities can run themselves, again and again, as their processes change.

As an exploratory extension, we also prototyped the analysis as a CrewAI multi-agent simulation in Python — autonomous agents walking a scenario to surface friction points — testing how far the workflow reasoning could be automated.