Nowak, DavidWimmer, Maria A.Räckers, MichaelHünemohr, Holger2024-09-232024-09-232024978-3-88579-745-62944-7682https://dl.gi.de/handle/20.500.12116/44623Understanding and fostering citizen trust is crucial for effective public service delivery, where citizens must take risks vis a vis the state, or where collaboration and adherence to rules is especially important. This article proposes a systematic approach to develop a deeper comprehension of how trust is gained and lost during specific service interactions. Building on prior work on where trust may be gained or lost in a generic citizen journey [Di22b] this article proposes identifying life event services, where trust is particularly important and creating citizen journeys, from the perspective of relevant segments of the population.enTrustCitizen JourneyLife eventText/Research Paper10.18420/rvi2024-051617-5468