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ConCon Manchester: joining up the content

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Session 1: user journeys - joining up the content presentation
Lynne Roberts and Polly Green

Published in: Government & Nonprofit
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ConCon Manchester: joining up the content

  1. 1. Joining up the content Lynne and Polly
  2. 2. GDSLynne The digital/comms divide
  3. 3. GDSLynne Digital - build services
  4. 4. GDSLynne Comms - publish to GOV.UK
  5. 5. GDSLynne 1. Build a service
  6. 6. GDSLynne 2. Get a content designer in at the end
  7. 7. GDSLynne 3. Ask for a start page the day before the service goes live
  8. 8. GDSLynne Things are changing...
  9. 9. GDSLynne - skilled and empowered content designers - head of content design
  10. 10. GDSLynne ...but the divide remains
  11. 11. GDSLynne Making it work
  12. 12. GDSLynne Talking to each other
  13. 13. GDSLynne How we benefit
  14. 14. GDSLynne Digital: - how content is published to GOV. UK - user journeys - how change requests are actioned - who the policy contacts are - how Zendesk works
  15. 15. GDSContent for services Comms: - how services are designed - why content isn’t just about the words - agile working practices
  16. 16. GDSLynne Users: - get content when and where they need it - less duplication - better user journeys
  17. 17. BRPs: case study - biometric residence permits - ID card with fingerprints and photo - prove right to be here GDSPolly
  18. 18. Service for reporting BPR problems: - lost / stolen - problem collecting - problem with delivery - card damaged - mistakes on card GDSPolly
  19. 19. Visa decision letter > GOV.UK > services GDSPolly
  20. 20. No content designer - last minute request to link to service from GOV.UK - failed service assessment GDSPolly
  21. 21. What we did - content designers on service - working together - sharing evidence - looking at whole user journey GDSPolly
  22. 22. What we did - GDS agreement - usability testing on full journey - one zendesk ticket, all cc’ed - pair working GDSPolly
  23. 23. - passed service assessment - good communication - met deadlines - advance notice - consistent journey - combined knowledge = greater understanding of user’s experience GDSPolly

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