Optimering af offentlige selvbetjeningsløsninger: En undersøgelse af Barsel på borger.dk

Theis Johansson, Lea Henriksen, Mikkel Stybe, Johannes Sune Hansen & Christoffer Houlbjerg Larsen

Studenteropgave: Bachelorprojekt


This rapport focuses on the Danish technology based self-service borger.dk. Specifically, their self-service concerning maternity leave. The citizens of Denmark have been forced to use this kind of self-service, since Udbetaling Danmark moved into borger.dk in 2012. This has resulted in divided sentiment amongst the citizens towards the different solutions. Although the general sentiment remains positive, the self-service receive a lot of criticism revolving the structure and design of the website, but also the change of switching from traditional service to forced digital self-service. In this paper we will investigate what the principles behind good web design and implementation of innovative solutions are. Furthermore we will analyse what causes people to perceive the self-service negatively. Using the ADKAR method we will discuss how the change from traditional service to technology based self-service has resulted in differentiated problems of various nature. In the end the problem seem greater than just poor designing and a new design would not sufficiently solve all the reigning problems. Though it might play a part in a greater initiative, a focus on human interaction is needed too.

UddannelserBasis - Humanistisk-Teknologisk Bacheloruddannelse, (Bachelor uddannelse) Bachelor
Udgivelsesdato31 maj 2017
Antal sider68
VejledereBent K. Slot


  • borger.dk
  • selvbetjeningsløsning
  • hjemmeside