Camp Digital 2016: Transformaing welfare through design

@DigitalDWP@chrissy0118
Christina Li
Senior User Experience Designer
@chrissy0118
#CampDigital
@DigitalDWP
Transforming welfare
through design

4 digital hubs
40+ designers
20 services

Service design phases
https://www.gov.uk/service-manual/phases

Universal Credit

8 million users across the UK

● Make a claim
● Receive monthly payments
● Report changes
● Look for work/ increase earnings

1. Start with people’s situation
2. Include service deliverers
3. Deliver policy intent
4. Small actions matter

Start with people’s situation
and what they need to do

https://www.gov.uk/design-principles

https://www.gov.uk/design-principles
User needs, not government needs

Meet Hayley*

People come to government
services with their own
stories

We’re not Amazon, people
can’t shop around for
government services

Duty to design for all users

A fully designed service is
about the service users and
service deliverers

Operational staff is our
critical friend

Getting operational staff
involved in research and
design

● Co-location
● Research participant
● Identified learning and training
needs for us
● Getting direct feedback from the
ground

Deliver policy intent

“A policy is not words in a
Whitehall paper. It’s the real
world experience people have
of resulting services, and what
they then do.”
Tom Loosemore (ex-GDS)

Our policy intent

How do we help people to find
work (or earn more), so that they
can be financially independent?

https://dwpdigital.blog.gov.uk/2016/02/19/learning-through-
prototyping-tools-for-universal-credit-claimants/

Postcode:
LS16 5NE

Our aim is to design an experience
which focuses on what you can do
for work, not what you can’t.

Small actions matter

Transformation starts with
creating small moments

“We’re not designing the
future; we’re making things
that belong to the future we
would like to live in.”
Brian Eno

Thank you.
Christina Li
christina.li@dwp.gsi.gov.uk
@chrissy0118
DWP Digital
https://dwpdigital.blog.gov.uk/

Camp Digital 2016: Transformaing welfare through design

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