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Leisa Reichelt
Head of User Research, Government Digital Service

GDS
hello.

GDS@leisa
GDS@leisa
Government
Digital
Service
‘revolution
not evolution’
October 2010
@leisa
GDS
GDS
GOV.UK
Identity
GDS
25 of the most
important
transactions in
government
GDS
good design where you
least expect it
You need support
from the big cheese
@MTBracken
@liammax
@liammax
You’ll need some big sticks
Spend controls
Service assessments
GDS
www.gov.uk/service-manual/digital-by-default
support from the top
controls that encourage
good design practice
3 things you can do
starting tomorrow.
GDS
Show 

don’t tell
GDS@leisa
GDS@leisa
GDS
Making the thing makes the
impossible seem possible.
Making the thing makes scary
things feel exciting and achievable....
Talking about design*
is like dancing
about architecture
*before you do it
You can now build
working software in
less time than it takes
to have the meeting
to describe it
- Simon Willison
GDS@leisa
GDS
Ask for
action*
*be very specific
Ask for things that are
harder to say no to.
Simplify. Be precise.
GDShttp://www.disambiguity.com/death-to-it-depends/
‘do user research
in every sprint’
5 people in a lab for one on one
interview + usability
‘have a researcher
embedded in the team
at least 3 days a week’
‘get your exposure
hours: 2hrs / 6wks’
http://www.uie.com/articles/user_exposure_hours/
What action
could you be
asking for?
GDS
Communicate
better
‘told you so’
is an anti-pattern
userresearch.blog.gov.uk
‘We’ve discovered that
our user researchers are
actually researching
about 30% of their time.’
empathy
GDS@leisa
the walls should
talk about users
https://userresearchmethods.hackpad.com
words
matter
Language is the medium
through which culture is
enacted – Gill Ereaut
https://www.gov.uk/designprinciples
UX
UCD
Leisa
User Research
Ben
Design
User
Centred
Design
you can’t
interface away
bad policy
User experience is the
responsibility of the
entire team
The words you use tell
you what you care about.
GDS
Show don’t tell
Ask for action
Communicate better
design for
government
thank you.
userresearch.blog.gov.uk
@leisa
Leisa Reichelt – Good design where you least expect it (From Business to Buttons 2015)
Leisa Reichelt – Good design where you least expect it (From Business to Buttons 2015)
Leisa Reichelt – Good design where you least expect it (From Business to Buttons 2015)
Leisa Reichelt – Good design where you least expect it (From Business to Buttons 2015)
Leisa Reichelt – Good design where you least expect it (From Business to Buttons 2015)
Leisa Reichelt – Good design where you least expect it (From Business to Buttons 2015)
Leisa Reichelt – Good design where you least expect it (From Business to Buttons 2015)
Leisa Reichelt – Good design where you least expect it (From Business to Buttons 2015)
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Leisa Reichelt – Good design where you least expect it (From Business to Buttons 2015)

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Leisa Reichelt at From business to Buttons 2015, at Berns in Stockholm.

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Leisa Reichelt – Good design where you least expect it (From Business to Buttons 2015)

  1. 1. Leisa Reichelt Head of User Research, Government Digital Service GDS
  2. 2. hello. GDS@leisa
  3. 3. GDS@leisa Government Digital Service ‘revolution not evolution’ October 2010 @leisa
  4. 4. GDS
  5. 5. GDS
  6. 6. GOV.UK
  7. 7. Identity
  8. 8. GDS 25 of the most important transactions in government
  9. 9. GDS good design where you least expect it
  10. 10. You need support from the big cheese
  11. 11. @MTBracken
  12. 12. @liammax
  13. 13. @liammax You’ll need some big sticks
  14. 14. Spend controls Service assessments
  15. 15. GDS www.gov.uk/service-manual/digital-by-default
  16. 16. support from the top controls that encourage good design practice
  17. 17. 3 things you can do starting tomorrow.
  18. 18. GDS Show 
 don’t tell
  19. 19. GDS@leisa
  20. 20. GDS@leisa
  21. 21. GDS Making the thing makes the impossible seem possible. Making the thing makes scary things feel exciting and achievable. @leisa
  22. 22. Talking about design* is like dancing about architecture *before you do it
  23. 23. You can now build working software in less time than it takes to have the meeting to describe it - Simon Willison
  24. 24. GDS@leisa
  25. 25. GDS Ask for action* *be very specific
  26. 26. Ask for things that are harder to say no to. Simplify. Be precise.
  27. 27. GDShttp://www.disambiguity.com/death-to-it-depends/
  28. 28. ‘do user research in every sprint’ 5 people in a lab for one on one interview + usability
  29. 29. ‘have a researcher embedded in the team at least 3 days a week’
  30. 30. ‘get your exposure hours: 2hrs / 6wks’ http://www.uie.com/articles/user_exposure_hours/
  31. 31. What action could you be asking for?
  32. 32. GDS Communicate better
  33. 33. ‘told you so’ is an anti-pattern
  34. 34. userresearch.blog.gov.uk ‘We’ve discovered that our user researchers are actually researching about 30% of their time.’
  35. 35. empathy
  36. 36. GDS@leisa the walls should talk about users
  37. 37. https://userresearchmethods.hackpad.com
  38. 38. words matter
  39. 39. Language is the medium through which culture is enacted – Gill Ereaut
  40. 40. https://www.gov.uk/designprinciples
  41. 41. UX UCD
  42. 42. Leisa User Research Ben Design User Centred Design
  43. 43. you can’t interface away bad policy
  44. 44. User experience is the responsibility of the entire team
  45. 45. The words you use tell you what you care about.
  46. 46. GDS Show don’t tell Ask for action Communicate better
  47. 47. design for government
  48. 48. thank you. userresearch.blog.gov.uk @leisa

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