Shaping the user perspective at the Flemish Agency for Justice and Enforcement

The Flemish Agency for Justice and Enforcement wanted to enhance the user perspective and participatory working through a training programme for policy coordinators and partner organisations.

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Agentschap Justitie en Handhaving gebruikersperspectief

Strategic challenge

Various prisons across Flanders and Brussels already offer a diverse range of services – including sports, education and culture – through various partners.

The Agency for Justice and Enforcement is strongly committed to participatory working and incorporating the user perspective, despite the sometimes complex context within detention facilities.  

To further develop in this area, the agency wanted to organise training* for various policy coordinators as well as interested employees from different partner organisations that shape the current support and service offerings in prisons.

We found our collaboration with Möbius to be very pleasant, both for the participants and ourselves. Möbius was exceptionally flexible and willing. They managed to quickly familiarise themselves with a sector that was perhaps less well-known to them. Their professional approach and commitment were big benefits!

Stef Vanderhaeghen & Tessa Heylighen Policy & project officer / Project coordinator


The agency aimed to inspire these employees through the training and provide them with the necessary practical tools to pay extra attention to the user perspective. It also wanted to use the insights and practical experiences from the training as input for developing the new strategic plan.  

The project consisted of three main phases:

  • The first phase involved starting the project and preparing the content for the training through, among other things, a brainstorming session with the client, desk research, a visit to Dendermonde prison, etc. 

  • The second phase involved delivering the actual training. This consisted of physical training sessions, digital follow-up meetings and various peer review moments. Topics covered during the training sessions included ‘theoretical framework of Customer Experience’, ‘Persona Mapping’, Customer Journey Mapping, ‘Continuous Improvement’, etc.  

  • The final phase was a workshop with stakeholders mainly active at the policy level. They were informed about the content of the training sessions and the participants’ feedback. Together, they then considered how the user perspective could also be incorporated into the development of the new strategic plan. 



Participants gained insights into various methodologies related to the user perspective. Through various exercises, they also learned to immediately apply these techniques in practice on their own projects.  

Concrete actions were also listed at the policy level to actively incorporate the user perspective in the drafting, periodic evaluation and final evaluation of the (new) strategic plan.  

This training and collaboration are part of the ESF project "netwerken voor re-integratie", under 'Oproep 557 Bovenlokale Netwerkorganisatie voor Gevangenissen’, receiving financial support from Europe WSE.



Frequently Asked Questions

What is the user perspective?
The user perspective revolves around looking at a problem, design, or system from the user's point of view. It implies focusing on the user's needs, experiences and satisfaction in order to create effective solutions.