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User Research at GDS

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This is a presentation I gave to members of D5 on how we do User Research at the Government Digital Service.

Published in: Government & Nonprofit
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User Research at GDS

  1. 1. Cabinet Office Will Roissetter GOV.UK/performance @_rossio_ GDS
  2. 2. User Research at GDS
  3. 3. Design principles Government Digital Service NEEDS 1 User needs, not government needs 2 Do less 3 Design with data 4 Do the hard work to make it simple 5 Iterate. Then iterate again 6 This is for everyone 7 The unit of delivery is the team 8 Build things people can build on 9 Be consistent not uniform 10 Make things open, it makes them better www.gov.uk/designprinciples 04.2014 @_rossio_ GDS
  4. 4. 1. USER NEEDS NOT GOVERNMENT NEEDS @_rossio_ GDS
  5. 5. Well understood and clearly stated user needs are the bedrock of service design Leisa Reichelt @_rossio_ GDS
  6. 6. User Research is a team sport
  7. 7. @_rossio_ GDS
  8. 8. @_rossio_ GDS
  9. 9. Every team member should observe 2 hours of research every 6 weeks @_rossio_ GDS
  10. 10. At least one session of research should be planned every 2 weeks of design work @_rossio_ GDS
  11. 11. Understanding User Needs
  12. 12. Carer’s Allowance Eligibility screen I need to know if I’m entitled to any money I need money to care for her. My dad died, he looked after my mum. She cannot care for herself @_rossio_ GDS
  13. 13. Carer’s Allowance Eligibility screen I need to know if I’m entitled to any money I need money to care for her. My dad died, he looked after my mum. She cannot care for herself Having an in-depth understanding of this @_rossio_ GDS
  14. 14. Carer’s Allowance Eligibility screen I need to know if I’m entitled to any money I need money to care for her. Means we can design these well My dad died, he looked after my mum. She cannot care for herself Having an in-depth understanding of this @_rossio_ GDS
  15. 15. User stories (discard after use) User needs in the context of the service User needs in the context of life The problem/need/job exists, but people just get on with their lives @_rossio_ GDS
  16. 16. User stories (discard after use) User needs in the context of the service User needs in the context of life The problem/need/job exists, but people just get on with their lives @_rossio_ GDS
  17. 17. User stories (discard after use) User needs in the context of the service User needs in the context of life The problem/need/job exists, but people just get on with their lives @_rossio_ GDS
  18. 18. User stories (discard after use) User needs in the context of the service User needs in the context of life The problem/need/job exists, but people just get on with their lives @_rossio_ GDS
  19. 19. Evidence driven design
  20. 20. How to test. Paul Sims 2014 @_rossio_ GDS
  21. 21. How to test. 1. Agree what it is you’re trying to solve. Paul Sims 2014 @_rossio_ GDS
  22. 22. How to test. 1. Agree what it is you’re trying to solve. 2. Write up your hypothesis for solving problem. Is it an idea, feature, interaction? Paul Sims 2014 @_rossio_ GDS
  23. 23. How to test. 1. Agree what it is you’re trying to solve. 2. Write up your hypothesis for solving problem. Is it an idea, feature, interaction? 3. Identify an approach to get the best + easiest + quickest results. Paul Sims 2014 @_rossio_ GDS
  24. 24. Evidence driven design. A process to identify user needs, create objects for testing in realtime with users to inform our decisions. Keeps us grounded in evidence. Paul Sims 2014 @_rossio_ GDS
  25. 25. A user-centred design approach. Reduces the chances of living in a bubble. Makes sure we are building the right thing. Paul Sims 2014 @_rossio_ GDS
  26. 26. Select the research that is most appropriate to the stage of your project. @_rossio_ GDS
  27. 27. Be clear what you need from the research, so you ask the right questions. @_rossio_ GDS
  28. 28. Lean build the right thing @_rossio_ GDS
  29. 29. Agile build the thing right @_rossio_ GDS
  30. 30. Where we research
  31. 31. Homes @_rossio_ GDS
  32. 32. Sales Yards @_rossio_ GDS
  33. 33. Libraries @_rossio_ GDS
  34. 34. Remotely @_rossio_ GDS
  35. 35. Labs @_rossio_ GDS
  36. 36. How we research
  37. 37. Depth interviews @_rossio_ GDS
  38. 38. A day in the life @_rossio_ GDS
  39. 39. Usage mapping @_rossio_ GDS
  40. 40. Shadowing @_rossio_ GDS
  41. 41. Sketching @_rossio_ GDS
  42. 42. Prototyping @_rossio_ GDS
  43. 43. Make Test Learn Improve In a continuous cycle
  44. 44. Cabinet Office Will Roissetter GOV.UK/performance @_rossio_ GDS

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