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Civic tech userneeds


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Talk for Citizen Beta meet up 30 June 2015

Published in: Design
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Civic tech userneeds

  1. 1. Leisa Reichelt Head of User Research, Government Digital Service GDS
  2. 2. hello. GDS@leisa
  3. 3. Our aim is to make services so good, people prefer to use them through a radical focus on user needs not govt needs GDS@leisa
  4. 4. everyone is talking about user needs.
  5. 5. GDS@leisa
  6. 6. GDS@leisa
  7. 7. GDSLeisa
  8. 8. but what exactly is a user need?
  9. 9. ‘You Keep Using That Word. I Do Not Think It Means What You Think It Means’ - Inigo Montoya, The Princess Bride
  10. 10. Well understood and clearly stated user needs are the bedrock of service design
  11. 11. Evolving our understanding of user needs. GDS@leisa
  12. 12. user needs are stable the jobs people need to do when they have to interact with government don’t change much over time.
  13. 13. how we meet those needs is less stable. policy, services, technology.
  14. 14. user needs come from the lived experience of real people. they are not customised to a project or a department
  15. 15. And so these men of Hindustan disputed loud and long, Each in his own opinion, exceeding stiff and strong, Though each was partly in the right And all were in the wrong.
  16. 16. "We have to remember that what we observe is not nature in itself, but nature exposed to our method of questioning." - Werner Heisenberg
  17. 17. Discovery: what’s the user need?
  18. 18. contextual research: what do people do now?
  19. 19. Homes GDSGDSLeisa Reichelt
  20. 20. Pop up research GDSGDSLeisa Reichelt Markets
  21. 21. Libraries GDSGDSLeisa Reichelt
  22. 22. Remote GDSGDSLeisa Reichelt
  23. 23. Laboratory GDSGDSLeisa Reichelt
  24. 24. Use Indi Young’s Mental Models research methodology and visual output to standardise maps of user needs & organisational responses. GDS@leisa
  25. 25. words matter
  26. 26. ‘As a PAYE taxpayer I want to understand how to calculate my tax code so that I can make sure I’m on the right tax code’ GDS@leisa
  27. 27. ‘As a PAYE taxpayer I want to make sure I’m on the right tax code so that I pay the right amount of tax’ GDS@leisa
  28. 28. ‘As a PAYE taxpayer I want to make sure paying the right amount of tax so I have the most money to live on.’ GDSLeisa Reichelt
  29. 29. GDS
  30. 30. GDS
  31. 31. GDS Plan (and budget) to do user research. User needs are not a ‘nice to have’
  32. 32. To really waste time and money all you need to do is build a service nobody wants and nobody can use - John Waterworth
  33. 33. thank you. @leisa