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The myth of the rational policy user

The myth of the rational policy user

There is a common myth that much policy and service design still assumes that citizens would read instructions carefully, weigh options calmly, and complete multi-step processes if it benefits them. The reality is more complicated. Behavioural economics and public administration research suggest that stress, scarcity, cognitive overload, and low trust
Australia Post junks Digital iD™

Australia Post junks Digital iD™

Australia Post has walked away from its much-vaunted foray into consumer digital services, telling customers that its Digital iD™ credential and accompanying app will be shuttered on April 30. The move kills off Australia’s first mainstream digital identity credential almost a decade after it was launched. The decision is a

The myth of the rational policy user

The myth of the rational policy user
There is a common myth that much policy and service design still assumes that citizens would read instructions carefully, weigh options calmly, and complete multi-step processes if it benefits them. The reality is more complicated. Behavioural economics and public administration research suggest that stress, scarcity, cognitive overload, and low trust

Australia Post junks Digital iD™

Australia Post junks Digital iD™
Australia Post has walked away from its much-vaunted foray into consumer digital services, telling customers that its Digital iD™ credential and accompanying app will be shuttered on April 30. The move kills off Australia’s first mainstream digital identity credential almost a decade after it was launched. The decision is a