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Design Patterns for Government Services UXPA 2016

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The UK government now has several hundred designers working on services for citizens. How do we design at scale? By working with our designers as a community.
Presentation by Caroline Jarrett @cjforms at the UXPA 2016 conference in Seattle

The UK government now has several hundred designers working on services for citizens. How do we design at scale? By working with our designers as a community.
Presentation by Caroline Jarrett @cjforms at the UXPA 2016 conference in Seattle

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Design Patterns for Government Services UXPA 2016

  1. 1. Design patterns for government services a community not a library Caroline Jarrett @cjforms #gdsteam
  2. 2. @cjforms #gdsteam Caroline Jarrett Forms specialist Government Digital Service @cjforms Tim Paul Head of Design Patterns and Tools Government Digital Service @timpaul
  3. 3. @cjforms #gdsteam Government is changing
  4. 4. @cjforms #gdsteam GCHQ was deeply secret
  5. 5. @cjforms #gdsteam GCHQ joined Twitter
  6. 6. @cjforms #gdsteam GCHQ champions diversity https://www.gchq.gov.uk/features/what-kind-people-work-gchq
  7. 7. @cjforms #gdsteam CESG fights for user-centred security https://www.gov.uk/government/publications/password-policy-simplifying-your-approach
  8. 8. @cjforms #gdsteam A quick recap of ~10 years
  9. 9. @cjforms #gdsteam HM Revenue & Customs, 2005
  10. 10. @cjforms #gdsteam DVLA, 2006
  11. 11. @cjforms #gdsteam Martha Lane Fox, 2010 https://www.gov.uk/government/publications/directgov-2010-and-beyond-revolution-not-evolution-a-report-by-martha-lane-fox
  12. 12. @cjforms #gdsteam GOV.UK, February 2012
  13. 13. @cjforms #gdsteam DVLA, 2013
  14. 14. @cjforms #gdsteam GOV.UK, 2016
  15. 15. @cjforms #gdsteam
  16. 16. @cjforms #gdsteam 2011 2016 Designers GDS Non GDS Year 1 300
  17. 17. @cjforms #gdsteam How to: - design at scale - make design patterns for everyone - get designers to use design patterns
  18. 18. @cjforms #gdsteam How to design at scale
  19. 19. @cjforms #gdsteam We have tools, Front-end kit Prototype kit GOV.UK elements
  20. 20. @cjforms #gdsteam We have tools, ways to meet Front-end kit Prototype kit GOV.UK elements Design training Meet-ups Mailing list
  21. 21. @cjforms #gdsteam We have tools, ways to meet, and patterns Front-end kit Prototype kit GOV.UK elements Design patterns Design training Meet-ups Mailing list Hackpad
  22. 22. @cjforms #gdsteam It’s quite complicated
  23. 23. @cjforms #gdsteam
  24. 24. @cjforms #gdsteam How to make design patterns for everyone
  25. 25. @cjforms #gdsteam Low High Digital skills and confidence Users GOV.UK Average We must design for people with low digital skills
  26. 26. @cjforms #gdsteam Activity Think of groups of people who might have low digital skills or confidence
  27. 27. @cjforms #gdsteamhttps://assisteddigital.blog.gov.uk/2015/02/13/tales-of-the-unexpected-visas-assisted-digital-research@katiearnie
  28. 28. @cjforms #gdsteamIdea: Naintara Land image: http://www.memorylossonline.com/glossary/images/amygdala.jpg We must design for people who are stressed
  29. 29. @cjforms #gdsteam Example 1 Dropdown lists
  30. 30. @cjforms #gdsteam
  31. 31. @cjforms #gdsteam There were two videos • a woman in her 30s struggling to complete a date- of-birth dropdown • a man with low vision unable to use a select box because the browser failed to enlarge it.
  32. 32. @cjforms #gdsteam
  33. 33. @cjforms #gdsteam Avoid dropdowns. Burn your ‘select’ tags. Try these instead: • Radio buttons • Free text • Type ahead* *possibly; there are accessibility worries
  34. 34. @cjforms #gdsteam Example 2 Form structure
  35. 35. @cjforms #gdsteam Search for ‘service manual form structure’
  36. 36. @cjforms #gdsteam Form structure 1. Know why you’re asking every question 2. Design for the most common scenarios first 3. Start with one thing per page
  37. 37. @cjforms #gdsteam ‘Things’ could be: - information - evidence - decisions - money - physical objects - times and places - actions
  38. 38. @cjforms #gdsteam Let’s apply the form structure pattern to a page on GOV.UK
  39. 39. @cjforms #gdsteam
  40. 40. @cjforms #gdsteam https://www.gov.uk/ apply-first-provisional-driving-licence http://bit.ly/firstprov 1. Make a list of all the things 2. Design for the most common scenarios first 3. Start with one thing per page
  41. 41. @cjforms #gdsteam How to get designers to use design patterns
  42. 42. @cjforms #gdsteam We’ve tried 4 methods: 1. Research 2. Co-creation 3. Enforcement 4. Design tools
  43. 43. @cjforms #gdsteam Method 1 Research
  44. 44. @cjforms #gdsteam Test your guidance as well as your patterns http://uxpamagazine.org/design-at-scale/
  45. 45. @cjforms #gdsteam@gemmaleigh govuk-elements.herokuapp.com
  46. 46. @cjforms #gdsteam Ingredients Recipe
  47. 47. @cjforms #gdsteam #gdsteam https://www.gov.uk/service-manual/user-centred-design/resources/ patterns/progress-indicators.html
  48. 48. @cjforms #gdsteam Method 2 Co-creation
  49. 49. @cjforms #gdsteam Example 1 Gender and sex
  50. 50. @cjforms #gdsteam
  51. 51. @cjforms #gdsteam Example 2 Fixing pale boxes (the “Apple Effect”)
  52. 52. @cjforms #gdsteam Before… These box borders are too pale
  53. 53. @cjforms #gdsteam Simon Hurst (DWP) and James Francis (Companies House) reported results from user research
  54. 54. @cjforms #gdsteam
  55. 55. @cjforms #gdsteam Before… These box borders are too pale
  56. 56. @cjforms #gdsteam After… These box borders are dark enough
  57. 57. @cjforms #gdsteam Method 3 Enforcement
  58. 58. @cjforms #gdsteam 13 “Build a service consistent with the user experience of the rest of GOV.UK including using the design patterns and style guide”
  59. 59. @cjforms #gdsteam
  60. 60. @cjforms #gdsteam We worked with the Verify team to make account management patterns
  61. 61. @cjforms #gdsteam Method 4 Design tools
  62. 62. @cjforms #gdsteam
  63. 63. @cjforms #gdsteam
  64. 64. @cjforms #gdsteam 1. Research 2. Co-creation 3. Enforcement 4. Design tools
  65. 65. @cjforms #gdsteam Make it easier to do it right than to do it wrong
  66. 66. @cjforms #gdsteamhttp://www.slideshare.net/cjforms
  67. 67. @cjforms #gdsteam Read about building a design community: http://uxpamagazine.org/design-at-scale/ 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

Editor's Notes


  • Intros
  • https://www.gchq.gov.uk/features/what-kind-people-work-gchq
  • https://www.gov.uk/government/publications/password-policy-simplifying-your-approach
  • Great for establishing a common design culture.

    Actually useful - it’s a decision-making tool.

    They look good on posters, too.

    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
  • There are (far) more designers working on GOV.UK outside GDS than there are within GDS
  • How to design at scale
    How to make design patterns for everyone
    How to get designers to use patterns
  • Here are some of the things we’ve done to try and keep the benefits of a small team.

    Tools
    Prototype kit
    Contains our styles, templates and patterns.

  • Training
    We’ve started doing 3 day training courses.
    Started by Clara Greo - we all contribute.
    A chance to meet other designers and learn something.
    Understand context - origins of GOV.UK
    War stories and case studies
    We teach people to code using our prototype kit

    Events
    X-Gov meet ups
    Ad hoc workshops
  • Style guides, templates and patterns
    The raw materials.
    Ingredients and recipes.
    Embodied in code wherever possible.
    We work collectively on them via a wiki called Hackpad.
    This is how we maintain consistency.
  • This is how it all hangs together.

    We learn from and engage with the design community in various ways:

    - Face to face
    - Through mailing lists and other informal resources
    - By publishing advice in the service manual
    - By checking whether services are following the advice in service assessments
  • Caroline

    The main thing that informs our design patterns are our users.

    Because we provide government services, our users are ANYONE who is entitled to and needs that service.

    We can’t leave anyone behind. 1st time internet users. 1st time computer users.

    This means we have to try extra hard to reach people who might be unfamiliar with digital technologies.
  • Imagine the bell curve of your users and how skilled or confident they are at using computers.

    The GOV.UK curve extends much further to the left than the average - these are the users we need to reach.
  • Excerpt from blog post by Katy Arnold, https://assisteddigital.blog.gov.uk/2015/02/13/tales-of-the-unexpected-visas-assisted-digital-research/

    A reality check

    It’s easy to assume that skilled people will all be IT literate, but what we found was that some skilled visa applicants (for example chefs, oil rig workers, small business retailers and church workers) lacked the skills, confidence or ability to get online.
  • Tim

    We’ll give two examples of what happens when you make patterns that work for everyone.
  • This is an example of what we now recommend.

    Yes, you need validation on the fields. But remember - ‘Do the hard work to make it simple’.
  • Caroline
  • This pattern explains how to structure forms for GOV.UK services.
  • The pattern actually has three steps, but for some reason people only remember the last one…
  • Things
  • It’s not enough to just churn out a bunch of patterns.
    Anyone who’s worked on a large website will know what can happen.

    They can quickly go stale, unused by most people.

    The tumbleweed effect.
  • We’re going to discuss 4 methods we’ve tried in the last year.

    We’ll give a few examples of each method and talk about how successful we think they’ve been.
  • Obviously, all patterns should be grounded in research.

    But as well as that, the guidance itself should be researched.
  • Service teams are users of patterns too.

    They won’t use them if they can’t find them or they’re not useful.

    Here are some things we’ve learned testing patterns with service teams.

    http://uxpamagazine.org/design-at-scale/
  • Then we overlay higher level patterns. This is one that we launched recently: it’s about how to show error messages.
    We’ve learned that we have to put hints to designers rather than example content to make sure it gets designed.
  • We discovered that some patterns are more like ingredients, whereas some are more like recipes.
  • Excerpt from
    Progress indicators
    Help people understand where they are in a transaction and give them the confidence to continue.
    On this page:
    Start without a progress indicator
    If you do use one, keep it simple
    Avoid complex progress indicators
    1. Start without a progress indicator
    Test your service first without any progress indicators at all. It may be simple enough that you don’t need them. If it isn’t, then at least you’ll discover the point at which people start to struggle.
    It’s often the order, type or number of questions that causes issues, so try improving these first.
  • Tim

    Smart people don’t like being told what to do.

    Also - the value of patterns is as much in their creation as in their use.

    So you want to include as many people in their creation as you can.

    By working on patterns with the people who will be using them, you get the benefit of their experience and their buy-in.

    I’m going to give 2 examples of where this method has benefitted us.
  • So, governments have a habit of asking people personal questions when they don’t need to.

    Historically, we’ve had a very black and white attitude to things like gender and sex.
  • So, this long and interesting discussion on Hackpad enabled us to write a pattern for gender and sex.

    We were able to take a potentially controversial topic and invite people to collaborate on it before it made it’s way into formal guidance.

    This is basically open policy making.

    We had input from international forms experts (Jessica Enders) and from people from the transgender community.

    This made the pattern better.
  • Our form fields used to look like this
  • On 5 October Simon Hurst is a researcher from DWP, on Personal Independence Payment.

    He used our mailing list to raise an issue he’d seen with some participants not being able to see the borders on our text fields.

    One participant referred to this as ‘The Apple Effect’

    He got responses from Companies House saying they’d found similar issues.

    Other parts of government chimed in with they experience.

    We established that it was the thickness, not just the colour that was an issue.

    We used the list to ask the design and research communities to try out some thicker, darker borders next time they were testing with users with low vision.
  • Within a couple of weeks we were able to:

    Verify that the issue exists in more than one service
    Agree collectively on a design change
    Test the design change in research on more than one service
    Implement the change to our global styles
  • Our form fields used to look like this
  • Now they look like this

    Seems like a relatively minor change, but it will have had a huge effect for lots of our users.

    We were only able to identify the issue and co-ordinate the change because of the community tools we had in place.
  • Another approach is to try to compel people to follow our advice.

    We’ve got two ways we’ve tried to do this - one for the public sector, one for the private sector.
  • The Service Standard is the thing that GDS and departments use to assess the quality of the services we make.

    Services are assessed at least twice during development, and can’t go properly live unless they pass.

    Item 13 explicitly tells people to use our design patterns.

    This gives us the leverage we need if a service is being developed that is wilfully ignoring our design patterns.

    However, we try to make it very clear that service teams can iterate a pattern if they can demonstrate that this better meets the needs of their users.


  • Tim

    Embed your patterns into the tools that designers use.

    Make it easier to use those patterns than do something else.
  • Prototype kit

    We’ve made this specifically for designers.
    It lets you make interactive prototypes of GOV.UK services.
    It’s a great intro to coding - we offer training too.
    It contains a growing number of our patterns.
  • We added page templates for
    Start pages
    Question pages
    Check your answers pages
    Confirmation pages

    Put them together and you’ve got a basic transaction.

    In our training we teach people how to make a simple transaction using these pages.

    They learn how to re-use data across pages and to route users to different questions.

    We’re trying to make it easier to use our patterns than to not use them.

    Did it work?

    The kit is very popular (sometimes too popular)
    Feedback from training is very positive
    It’s given us a place to put coded patterns
  • Caroline
  • ×