Helping parents easily find places that meet their children's needs
ONE is modernizing its digital services related to health, maternity, and parenting by redesigning the My.ONE portal to better meet the needs of parents and professionals.
The National Office for Child and Maternity Services (ONE) is a key Belgian public institution dedicated to supporting the health, well-being, and development of children and families in the French-speaking Community. It provides a range of services related to maternity, parenting, and child healthcare, serving both parents and professionals across various sectors.
Healthcare, Children, Maternity, Parenthood
Public Sector
01. Challenge
ONE aimed to design a user-centered portal that meets parents’ needs while aligning diverse internal priorities in a complex, multi-stakeholder environment.
02. Approach
We implemented a comprehensive and progressive UX approach, involving all stakeholders in the process :
- Qualitative and quantitative user research (200+ parents)
- Mental models, co-creation workshops, user testing by sector
- Design system, high-definition mockups, WCAG2 compliance
03. Impact
As a result, we achieved :
- Clear prioritization of needs through the mental model
- Unified and accessible experience for families
- Replicable UX process for all ONE services
01. Challenge
ONE wanted to create a portal truly centered on user needs in a complex environment (multiple sectors, diverse audiences), while supporting internal change.
The challenge task was twofold :
- Adopt a user-centric approach to create a digital product that meets the parents’ needs ;
- Coordinate the needs of all internal stakeholders to effectively phase these different stages, improvements, and functionalities, ensuring everyone is satisfied.
02. Approach
We implemented a comprehensive and progressive UX strategy that actively involved all stakeholders — from internal teams to end users — at every stage of the process.
Our approach combined in-depth qualitative and quantitative research, gathering insights from over 200 parents to deeply understand expectations, pain points, and usage contexts. We mapped mental models to align design choices with user thinking, organized co-creation workshops with internal teams and field professionals, and conducted sector-specific user testing to validate solutions in real conditions.
To ensure consistency and scalability, we developed a custom design system, produced high-fidelity mockups, and ensured full WCAG 2.0 compliance, guaranteeing accessibility and inclusivity for all audiences.
Are you curious to learn more about the behind-the-scenes of ONE’s new portal? Read the interview of Barbara Larcin, Service Designer at JEMS Belgium.
03. Impact
As a result, we achieved :
Clear prioritization of
users needs
This helped guide design decisions and align internal teams around what matters most to families.
Unified, accessible experience
Tailored to diverse family contexts. The portal meets high usability and accessibility standards, ensuring inclusivity across audiences.
Replicable UX process
That can be applied to other ONE services. This scalable approach supports long-term coherence and efficiency across digital projects.
