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Design patterns for government services

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A community not a library: Design patterns for government services by Tim Paul @timpaul and Caroline Jarrett @cjforms

At GOV.UK, we aim to build services that are ‘consistent; not uniform’.

But when we looked at some of our services, we discovered that we weren’t consistent. For example, we discovered that even for something as simple as asking for a date of birth, we had a variety of different ways to do it - and we learned that some of them are much more successful than others.

We wanted to share best practices between designers, and to help them to learn from our extensive user research efforts.

So we decided to create some design patterns.

The key message from this presentation is: you must build a community, not a library

Published in: Design
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Design patterns for government services

  1. 1. #gdsteam@timpaul @cjforms Design patterns for government services
  2. 2. Caroline Jarrett Forms specialist Government Digital Service @cjforms
  3. 3. Tim Paul Lead designer Government Digital Service @timpaul
  4. 4. 4 Ask: Who are you? What is your job title? What is your main role? Are you working on design of a government service, and if so which one?
  5. 5. #gdsteam@timpaul @cjforms Introduction
  6. 6. #gdsteam@timpaul @cjforms Government Digital Service
  7. 7. #gdsteam@timpaul @cjforms
  8. 8. #gdsteam@timpaul @cjforms 12 million visitors every week Home to over 330 departments and organisations Saving more than £62 million a year
  9. 9. #gdsteam@timpaul @cjforms Information on GOV.UK
  10. 10. #gdsteam@timpaul @cjforms
  11. 11. #gdsteam@timpaul @cjforms
  12. 12. #gdsteam@timpaul @cjforms
  13. 13. #gdsteam@timpaul @cjforms Services on GOV.UK
  14. 14. Ask: Which government service did you use most recently? (in everyday life, not for work) 14
  15. 15. #gdsteam 766 services 1.43 billion transactions @timpaul @cjforms
  16. 16. #gdsteam The top 28 services account for over 90% of transactions @timpaul @cjforms
  17. 17. #gdsteam@timpaul @cjforms Register to vote, renew a patent, apply for rural payments, book a prison visit, find an apprenticeship, apply for redundancy payment, create a lasting power of attorney, claim carer’s allowance, apply for a visa…
  18. 18. #gdsteam@timpaul @cjforms
  19. 19. #gdsteam Carer’s Allowance @timpaul @cjforms
  20. 20. 20 Video about Carer’s allowance https://www.youtube.com/watch?v=IYBLX3V8ek4 Most important change: Removing 49% of the questions
  21. 21. #gdsteam@timpaul @cjforms The challenge
  22. 22. How do you simultaneously design 25 services for the same website?
  23. 23. Well designed Consistent In 2 years
  24. 24. How do you do design at scale?
  25. 25. #gdsteam@timpaul @cjforms GOV.UK Beta
  26. 26. #gdsteamwww.flickr.com/photos/benterrett/7309046368
  27. 27. #gdsteam@timpaul @cjforms GOV.UK Live
  28. 28. #gdsteamhttps://twitter.com/benterrett/status/474917315562455041
  29. 29. #gdsteam@timpaul @cjforms
  30. 30. #gdsteam@timpaul @cjforms
  31. 31. #gdsteam@timpaul @cjforms There are more people designing GOV.UK outside GDS than inside GDS
  32. 32. #gdsteam@timpaul @cjforms The solution
  33. 33. #gdsteam@timpaul @cjforms Resources + Community
  34. 34. #gdsteam@timpaul @cjforms www.gov.uk/service-manual
  35. 35. 35 ASK What do YOU need?
  36. 36. #gdsteam@timpaul @cjforms 1. Principles
  37. 37. https://www.gov.uk/design-principles #gdsteam
  38. 38. #gdsteam@timpaul @cjforms 2. Templates
  39. 39. #gdsteam@timpaul @cjforms
  40. 40. #gdsteam@timpaul @cjforms 3. Elements
  41. 41. #gdsteamgovuk-elements.herokuapp.com
  42. 42. #gdsteamrural-payments-styleguide.herokuapp.com/
  43. 43. #gdsteam
  44. 44. #gdsteam 4. Screenshots @timpaul @cjforms
  45. 45. #gdsteamhttp://alphagov.github.io/exemplar-screens
  46. 46. #gdsteam@timpaul @cjforms 5. Mailing list
  47. 47. The mailing list is (currently) by invitation from people who are already on it.
  48. 48. #gdsteam@timpaul @cjforms 6. Patterns
  49. 49. #gdsteam@timpaul @cjforms
  50. 50. #gdsteam@timpaul @cjforms
  51. 51. #gdsteam@timpaul @cjforms designpatterns.hackpad.com
  52. 52. #gdsteam@timpaul @cjforms
  53. 53. #gdsteam 350+ members 100+ patterns @timpaul @cjforms
  54. 54. #gdsteam@timpaul @cjforms 1. Elements 105 edits 2. Navigation buttons 76 edits 3. Date of birth 56 edits 4. Progress indicators 55 edits 5. Dates 54 edits 6. Help text 41 edits 7. Addresses 41 edits 8. Radios & checkboxes 36 edits
  55. 55. #gdsteam 1. Tim Paul 383 edits 2. Caroline Jarrett 151 edits 3. Ed Horsford 148 edits 4. Joe Lanman 115 edits 5. Gemma Leigh 53 edits 6. Sjors Timmer 41 edits 7. Henry Charge 35 edits 8. Tom Byers 25 edits @timpaul @cjforms
  56. 56. #gdsteam@timpaul @cjforms designpatterns.hackpad.com
  57. 57. #gdsteam@timpaul @cjforms Did it work?
  58. 58. 58#gdsteam@timpaul @cjforms
  59. 59. 59 ASK let's vote on the questions we most want to look at today
  60. 60. 60 Make groups to work on a question you want to answer
  61. 61. 61 Search for: Service Manual Design Patterns
  62. 62. #gdsteam@timpaul @cjforms
  63. 63. Is your question answered? If it is, join another team or try another question! If not, try the hackpad Is your question answered on the hackpad? If it is, join another team or try another question! If not, try editing it. 63
  64. 64. General discussion and feedback 64
  65. 65. #gdsteam Lessons learned @timpaul @cjforms
  66. 66. #gdsteam What design patterns can’t do @timpaul @cjforms
  67. 67. #gdsteam@timpaul @cjforms Design patterns can’t be imposed on people
  68. 68. #gdsteam@timpaul @cjforms Design patterns can’t replace designers
  69. 69. #gdsteam@timpaul @cjforms Design patterns can’t negotiate with the business
  70. 70. 70#gdsteam@timpaul @cjforms What design patterns can do
  71. 71. 71#gdsteam@timpaul @cjforms Design patterns save time because you don't have to keep answering the same question
  72. 72. 72#gdsteam@timpaul Design patterns can help to provide consistency for users
  73. 73. 73#gdsteam@timpaul @cjforms Design patterns help to provide known answers to common problems
  74. 74. 74#gdsteam@timpaul @cjforms Design patterns help to provide a focus for the community
  75. 75. 75 What would we do differently if we started again?
  76. 76. 76 If you're starting your own design patterns...
  77. 77. 77 What's happening next?
  78. 78. 78 Caroline is mostly working on creating candidate patterns to go into the Service Manual
  79. 79. 79 There's a big Service Manual project that's just started
  80. 80. #gdsteam@timpaul @cjforms Thank you and please join in
  81. 81. #gdsteam URLs https://www.gov.uk/service-manual/user-centred-design/resources/header-footer.html https://www.gov.uk/service-manual/user-centred-design/resources/patterns/index.html https://designpatterns.hackpad.com/ http://govuk-elements.herokuapp.com/ http://rural-payments-styleguide.herokuapp.com/ http://alphagov.github.io/exemplar-screens/ @timpaul @cjforms
  82. 82. Tim Paul Lead Designer Government Digital Service @timpaul

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