Service principles in use

We congratulate the Norwegian Directorate of Immigration (UDI) on their newly launched, user friendly website!

UDI are continuously working on making their service as accessible and user friendly as possible. It’s a demanding task to make it easier for people to navigate a complex set of policies and rules.

Also, number of web users ending on "Contact us" page have gone from 8% down to 4%.


Livework are proud to have helped UDI develop ten guiding principles on how to interact with their users. The principles are now, in their fourth year, still valid and impressively well executed on UDIs website.

These processes takes time, but having the principles to refer to and to guide us is such a big help. A truly good investment!

Tone Opdahl, Senior adviser, The Communication Unit, Norwegian Directorate of Immigration

"Investing in service design is the smartest thing we've ever done!"

A good example is principle 7: “Let me use my own situation as the basis for finding my way around your system.” The principle is implemented with precision – together with UDI’s pioneering work with understandable, clear language.
See for yourself at

Active bloggers View all (11)

Anne van Lieren Blogger
Lead Service Designer

Anne van Lieren

View profile