The Danish Parliament: Subscription Service

AI assistant provides seamless user experiences and creates customized subscription packages across more than 100 different subscriptions.

Today, the Danish Parliament offers more than 100 different types of subscriptions with news about Danish legislation. This is a central channel for ensuring an open and transparent democratic system.

In our solution for the Danish Parliament's Subscription Service, AI has helped achieve an unprecedented level of user-friendliness, where users can easily customize their subscription according to their interests and desires.

Digital democracy must be accessible

The Danish Parliament's Subscription Service is a central component of the Open Democracy model, which enables both internal users in the Folketing as well as citizens, the press, and organizations to stay updated on the parliamentary process and the creation of Danish legislation.

The need for an updated version of the solution was therefore taken seriously when Kruso, in collaboration with the Danish Parliament's web team, identified significant usability challenges through a comprehensive user survey in 2023, including a poor registration process and the management of existing subscriptions.

User surveys highlighted the direction

Respondents in the target groups found that the previous subscription service was too complex to use, and they could not have their needs and challenges met.

The challenge was particularly in creating an overview of the more than 100 different subscriptions one could sign up for. Although the subscriptions were divided and grouped, the taxonomy was too difficult for the individual user to understand.

Considering the commitment to open democracy, the IT leadership of the Danish Parliament had to acknowledge that the digitalization effort in this area did not necessarily contribute to democratic transparency—perhaps the opposite.

AI as the solution engine

So far, personalization has been a rational way to instrument high usability. But in this case, there are so many perspectives and nuances that the system must take into account that a traditional interaction model would collapse if it had to accommodate and mediate all this.

Therefore, we had to find a completely different way to create the interface between the user and the system. Here we saw that generative AI and large language models had the potential to establish a completely new usability paradigm in the Danish Parliament's e-governance, where high usability is created through the system's capacity to understand the user's intention and accordingly perform actions that meet this.

During the development, more than 30 user tests were conducted, which identified 9 central insights:

Central prompt field
Users prefer a clear and simple prompt function that allows them to interact directly with the system.
Filtering tags
Intuitive clickable tags allow users to tailor their searches based on their own needs and preferences.
Subject words
The ability to subscribe to specific subject words gives users greater flexibility. The AI searches across committees, document types, and ministerial areas to provide accurate updates.
Split-screen layout
A split layout separates the interaction area from the overview and selection functions. This gives users a better overview and makes the interaction more manageable.
Feedback function
Users report problems and provide feedback on the AI's responses, creating a continuously learning and improving solution.
Document forecasts
Forecasts of the expected amount of documents help users assess the amount of information they will receive and reduce surprises.
Basket
Users get an overview of their subscriptions through a clear side division on the right. This creates both structure and control in the user experience.
Prompts
Users can subscribe through prompts, which allows them to skip manual choices. This saves both time and clicks and provides a faster and more efficient process.
Suggestions
The AI provides contextual and non-binding suggestions that make it easy for users to receive advice on subscriptions. The suggestions are transparent, easy to understand, and can be rejected at any time, which creates trust and control.

Interactive AI assistant with an eye for the user

Based on our research, we created a virtual AI assistant that meets the users' needs. Through two-way communication, the AI assistant can present, explain, suggest, and enroll the user in various subscription options, thereby tailoring the user's personal subscription according to needs and desires.

AI is the driver behind the assistant, which can easily convey the complex subscription universe of the Danish Parliament and quickly and effectively adapt to the user's wishes.

Dive into the AI architecture behind the solution

Download the full document

Take the next step by downloading 'AI Integration for Subscription-Based Content Distribution' for a complete technical exploration of the AI and cloud solutions that is behind this project.

This document is your key to understanding the complex AI workflows and implementing them to enhance content engagement and distribution efficiency.

If you have any further questions or want to discuss AI with us, we would love to hear from you.

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