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Better Public Services LibDesign 2016 Prague

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The UK Government Digital Service is the department that looks after GOV.UK, the UK government website. It's a single website that is home to over 300 government departments and agencies. This talk gives some examples of how the GDS Design Principles help our colleagues to create better public services, and how they help us to create better guidance for them too.

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Better Public Services LibDesign 2016 Prague

  1. 1. Designing better public services GDS and GOV.UK Caroline Jarrett @cjforms #gdsteam
  2. 2. @cjforms #gdsteam Caroline Jarrett Forms specialist Government Digital Service
  3. 3. @cjforms #gdsteam A short review of 10 years
  4. 4. @cjforms #gdsteam In 2006, the UK had a government portal for citizens
  5. 5. @cjforms #gdsteam In 2006, every government agency had its own website
  6. 6. @cjforms #gdsteam In 2010, we had a change of government
  7. 7. @cjforms #gdsteam Martha Lane Fox did a review of digital government https://www.gov.uk/government/publications/directgov-2010-and-beyond-revolution-not-evolution-a-report-by-martha-lane-fox
  8. 8. @cjforms #gdsteam Government Digital Service started in 2011
  9. 9. @cjforms #gdsteam GOV.UK started in 2012
  10. 10. @cjforms #gdsteam GOV.UK is one website for over 330 government departments and agencies
  11. 11. @cjforms #gdsteam GOV.UK in 2016
  12. 12. @cjforms #gdsteam The DVLA website is part of GOV.UK
  13. 13. @cjforms #gdsteam ‘Tax your vehicle’ is part of GOV.UK
  14. 14. @cjforms #gdsteam Over 330 government departments and agencies contribute to GOV.UK
  15. 15. @cjforms #gdsteam Government Digital Service provides - infrastructure - tools - guidance
  16. 16. @cjforms #gdsteam Government Digital Service provides - infrastructure - tools - guidance
  17. 17. @cjforms #gdsteam 2011 2016 Designers GDS Non GDS Year 1 300 Our design community grows
  18. 18. @cjforms #gdsteamhttps://www.gov.uk/design-principles
  19. 19. @cjforms #gdsteam 1. Start with user 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. Understand context 8. Build digital services, not websites 9. Be consistent, not uniform 10. Make things open: it makes things better
  20. 20. @cjforms #gdsteam 1. Start with user 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. Understand context 8. Build digital services, not websites 9. Be consistent, not uniform 10. Make things open: it makes things better
  21. 21. @cjforms #gdsteam GDS closed TransportDirect.info http://webarchive.nationalarchives.gov.uk/20081209182801/http://transportdirect.info/web2/home.aspx?repeatingloop=y
  22. 22. @cjforms #gdsteam 1. Start with user 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. Understand context 8. Build digital services, not websites 9. Be consistent, not uniform 10. Make things open: it makes things better
  23. 23. @cjforms #gdsteamhttps://www.gov.uk/service-manual/user-research/how-user-research-improves-service-design
  24. 24. @cjforms #gdsteamhttp://govdesign.tumblr.com/
  25. 25. @cjforms #gdsteam 1. Start with user 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. Understand context 8. Build digital services, not websites 9. Be consistent, not uniform 10. Make things open: it makes things better
  26. 26. @cjforms #gdsteam Most people have OK digital skills and confidence Low High Digital skills and confidence Users
  27. 27. @cjforms #gdsteam Many businesses ignore people with low digital skills Low High Digital skills and confidence Users Many businesses design for these Many businesses ignore these
  28. 28. @cjforms #gdsteam Some skilled people have low digital skills https://assisteddigital.blog.gov.uk/2015/02/13/tales-of-the-unexpected-visas-assisted-digital-research@katiearnie
  29. 29. @cjforms #gdsteam We must design for people who are stressed Idea: Naintara Land image: http://www.memorylossonline.com/glossary/images/amygdala.jpg
  30. 30. @cjforms #gdsteam People who need government services have lower digital skills Low High Digital skills and confidence Users
  31. 31. @cjforms #gdsteam When we design for people with low digital skills, everyone wins Low High Digital skills and confidence Users Design for these Extra easy for these
  32. 32. @cjforms #gdsteam Example Dropdown lists / Select boxes
  33. 33. @cjforms #gdsteam
  34. 34. @cjforms #gdsteam There was a video A woman in her 30s struggles to complete a date-of-birth dropdown. She gets help from her boyfriend, who is the person who usually helps her. A dropdown needs several interactions: • See the box where the answer will appear • Click on the down arrow next to the box • Scroll to the answer you want (may be out of sight) • Click on the answer you want (away from the box) • The answer appears in the box The boyfriend keeps telling her to ‘click’, and she keeps trying to click on box.
  35. 35. @cjforms #gdsteam Many people struggle with dropdowns/select boxes People with disabilities, such as low vision People who are in a hurry People who find it tiring or boring to look through a long list People who have not yet become expert on computers – or who have no desire to do so.
  36. 36. @cjforms #gdsteam Avoid dropdowns. Bin your select tags. Try these instead: • Radio buttons • Free text (and we are experimenting with autocomplete and other formats) Alice Bartlett: Bin your select tags https://www.youtube.com/watch?v=-dH6a6eMdXE
  37. 37. @cjforms #gdsteam We use three boxes for date of birth https://www.gov.uk/service-manual/user-centred-design/resources/patterns/dates.html
  38. 38. @cjforms #gdsteam People can ignore hints https://www.gov.uk/service-manual/user-centred-design/resources/patterns/dates.html • 7 3 1976 • 3 7 1976 (US format) • 7 Mar 1976 • 7 March 76
  39. 39. @cjforms #gdsteam Our developers write extra code to parse all the things people type
  40. 40. @cjforms #gdsteam We use ‘check your answers’ pages https://www.gov.uk/service-manual/user-centred-design/resources/patterns/check-your-answers-pages.html
  41. 41. @cjforms #gdsteam 1. Start with user 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. Understand context 8. Build digital services, not websites 9. Be consistent, not uniform 10. Make things open: it makes things better
  42. 42. @cjforms #gdsteam Two departments contribute to one service
  43. 43. @cjforms #gdsteam Government Digital Service provides - infrastructure - tools - guidance
  44. 44. @cjforms #gdsteam We test our guidance with our colleagues http://uxpamagazine.org/design-at-scale/
  45. 45. @cjforms #gdsteam In 2015, we explained how to show errors
  46. 46. @cjforms #gdsteam Designers and developers like examples @gemmaleigh govuk-elements.herokuapp.com
  47. 47. @cjforms #gdsteam Our colleagues contribute to our guidance
  48. 48. @cjforms #gdsteam Example Fixing pale boxes (the “Apple Effect”)
  49. 49. @cjforms #gdsteam Before… These box borders are too pale
  50. 50. @cjforms #gdsteam Simon Hurst (DWP) and James Francis (Companies House) reported results from user research
  51. 51. @cjforms #gdsteam Colleagues tested darker borders https://github.com/alphagov/govuk_elements
  52. 52. @cjforms #gdsteam Before… These box borders are too pale
  53. 53. @cjforms #gdsteam After… These box borders are dark enough
  54. 54. @cjforms #gdsteam 1. Start with user 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. Understand context 8. Build digital services, not websites 9. Be consistent, not uniform 10. Make things open: it makes things better
  55. 55. @cjforms #gdsteam GOV.UK has a lot of users http://gds-screens-slides.herokuapp.com/
  56. 56. @cjforms #gdsteam People use GOV.UK on mobiles https://www.gov.uk/performance/site-activity/device-type
  57. 57. @cjforms #gdsteam ‘Tax your vehicle’ on a mobile
  58. 58. @cjforms #gdsteam Farmers use GOV.UK https://userresearch.blog.gov.uk/2015/03/11/the-right-place-to-do-rural-research/
  59. 59. @cjforms #gdsteam 1. Start with user 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. Understand context 8. Build digital services, not websites 9. Be consistent, not uniform 10. Make things open: it makes things better
  60. 60. @cjforms #gdsteam We have many GDS blogs https://gdstechnology.blog.gov.uk/
  61. 61. @cjforms #gdsteam The GDS Service manual https://www.gov.uk/service-manual Follow GDS design notes: https://designnotes.blog.gov.uk/ Follow GDS user research: https://userresearch.blog.gov.uk/ Join in our discussion of patterns: http://bit.ly/designpatts
  62. 62. @cjforms #gdsteamhttp://www.slideshare.net/cjforms

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