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How to transform and optimise experiences


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Leisa Reichelt tells about her experiences at the Government Digital service ( in the UK bringing user centred design to the organisation in order to build services that work for people.

Published in: Government & Nonprofit
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How to transform and optimise experiences

  1. 1. Australian Government Digital Transformation Office Leisa Reichelt @leisa
  2. 2. hello. DTO@leisa
  3. 3. Over any four week period, more than 1 in 8 Australians aged 14 and over will look up government information and services online.
  4. 4. 55% of them face a problem while using online government services.
  5. 5. We must do better.
  6. 6. GDS Show 
 don’t tell
  7. 7. GDS@leisa
  8. 8. GDS@leisa
  9. 9. GDS@leisa
  10. 10. GDS Making the thing makes the impossible seem possible. Making the thing makes scary things feel exciting and achievable. @leisa
  11. 11. Talking about design* is like dancing about architecture *before you do it
  12. 12. You can now build working software in less time than it takes to have the meeting to describe it - Simon Willison
  13. 13. GDS 2. Ask for action* *very specific
  14. 14. Ask for things that are harder to say no to. Simplify. Be precise.
  15. 15. GDS
  16. 16. ‘do user research in every sprint’ 5 people in a lab for one on one interview + usability
  17. 17. ‘get your exposure hours: 2hrs / 6wks’
  18. 18. ‘have a researcher embedded in the team at least 3 days a week’
  19. 19. (this is not just about user research. what behaviours do YOU want to change?)
  20. 20. GDS 3. Use words to change culture
  21. 21. Language is the medium through which culture is enacted – Gill Ereaut
  22. 22.
  23. 23. UX UCD
  24. 24. Leisa User Research Ben Design User Centred Design
  25. 25. you can’t interface away bad policy
  26. 26. User experience is the responsibility of the entire team
  27. 27. The words you use tell you what you care about.
  28. 28. GDS 4. Make your job mostly about communications.
  29. 29. ‘told you so’ is an anti-pattern
  30. 30. ‘We’ve discovered that our user researchers are actually researching about 30% of their time.’
  31. 31. empathy
  32. 32.
  33. 33.
  34. 34. if you’re not going to do the communication well, don’t even bother doing the research
  35. 35. Make a plan to communicate better with each other.
  36. 36. GDS Show don’t tell Ask for less, simplify. Change the language Plan to do more comms
  37. 37. design for government
  38. 38. thank you. @leisa