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Inclusive Online Services for
the Municipality - SDN Finalist 2020

SDN Academy


SerenaWestra- august 2021 - Serena Westra.jpg


SDN Academy Online/SDGC21 Pre-Event

Get to know the SDN Award Finalists. 

Platform details will be shared with course registrants prior to course


October 15, 2021 

15:00 - 16:30 CEST (GMT+1) 

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Lecture language:



Lecture level:


Case Description: 

Little over 850.000 citizens live in this diverse, beautiful city. From Marc to Mohammed. From baby to granny. From garbage collector to PhD student. Every citizen has their context, needs, wishes and challenges. How to design online services that can be used by everyone? 

Client: Gemeente Amsterdam                           

Location: Netherlands

Join this SDN Academy - SDGC21 Pre-Event and learn more about the SDN Award Finalist Serena Westra, senior Service Designer at Koos Service Design and her case: "Inclusive Online Services for the Municipality". This case is SDN 2020 Finalist Category: Professional Non-Profit/Public Sector. Read the whole case here

Special Guest: Marloes Meerburg from the Municipality of Amsterdam. She will talk about the impact the project has on the municipality and is ready to answer your questions.

Lecture learning objectives:

  • How to pick a target audience that is inclusive / representative

  • How to move from research to practical solutions within 10 days

  • The value of Design Sprints for the public sector

  • Collaboration between design agency and municipality

  • How to make fuzzy research findings clear and actionable

Registration deadline: 15.10.2021

Who should participate?

Anyone that is interested in human-centered design and making (public) services more inclusive, especially service designers (both agency side and internal) and people working at public entities.


This SDN Academy Lecture is a free event for SDN Members and SGC21 Attendees. If you want to learn more about the SDN Membership click here. If you want to purchase a ticket for this years Service Design Global Conference click here

Non-Members and Non-SDGC21 Attendees have to pay lecture prices. 

Financial Inclusion

We as the SDN support financial inclusion as part of our DEI mission (Diversity, Equity and Inclusion), based on the world bank clusters. So, if you think you are eligible – please contact us at!


SDN Member/SDGC21 Attendee 

Free Entry




October 15, 2021

15:00 - 16:00 CEST (GMT+2)

Convert this to your local timezone


SDN Academy Online


Platform details will be shared with course registrants prior to course



SerenaWestra- august 2021 - Serena Westra.jpg

Serena Westra

Senior Service Design Consultant


Specialising in service design, Serena collects nearly 10 years of experience in storytelling, strategic innovation, and facilitation. Since 2017, Serena has been working as service design consultant at Koos Service Design. She combines SD with Experiment Design to make an impact.

View LinkedIn Page


Marloes Meerburg

Municipality of Amsterdam

View LinkedIn Page

This is just one of a range of courses offered by the SDN Academy

Interested in what else we offer?

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