Designing for a better citizen experience / UX Camp Europe 2016
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Presentation slides from UX Camp Europe 2016 — a report on how design in UK Gov developed, how designers work and why there are 400 designers, but no one being a UX designer.
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Designing for a better citizen experience / UX Camp Europe 2016
- 1. Martin Jordan Lead Service Designer Government Digital Service @Martin_Jordan
- 2. Designing for a better citizen experience
- 3. The Government Digital Service is part of the Cabinet Office. Our job is digital transformation of government. GDS@Martin_Jordan
- 5. The best startup in Europe we can’t invest in” – Saul Klein, Partner at Index Ventures about GDS in The Guardian GDS@Martin_Jordan “
- 7. We’re a centre of excellence in digital, technology and data, collaborating with departments to help them with their own transformation. GDS@Martin_Jordan
- 9. We work with them to build platforms, standards, and digital services. GDS@Martin_Jordan
- 11. We always start with user needs. We are agile. We work to a set of Design Principles that guide us in everything we do. GDS@Martin_Jordan
- 13. Martha Lane-Fox Francis Maude Martha Lane Fox Francis Maude GDS@Martin_Jordan
- 15. There has been a reinvention of the Internet and the behaviour of users in the last few years. Digital services are now more agile, open and cheaper. To take advantage of these changes, government needs to move to a ‘service culture’, putting the needs of citizens ahead of those of departments. ” GDS@Martin_Jordan “
- 16. GDS@Martin_Jordan 1. Create GDS 2. Fix publishing 3. Fix transactions 4. Go wholesale
- 18. GDS@Martin_Jordan 1. Create GDS 2. Fix publishing 3. Fix transactions 4. Go wholesale
- 19. What do we mean by service?
- 21. A service is something that helps someone to do something GDS@Martin_Jordan
- 22. Most of government is mostly service design most of the time” – Matt Edgar GDS@Martin_Jordan “
- 23. 80% of the cost of government is spent on services GDS@Martin_Jordan
- 24. Hence, we have a different take on service design than the private sector might have GDS@Martin_Jordan
- 25. The deliverable is not a blueprint, the deliverable is the service itself GDS@Martin_Jordan
- 26. No arguing with people who sell concepts, but people who are building the thing And listening to those using it GDS@Martin_Jordan
- 27. The challenge is to meet the demand in government, not to sell it in” – Francis Maude, Minister for the Cabinet Office GDS@Martin_Jordan “
- 28. Designers code, consider the business case and dig into policy. GDS@Martin_Jordan
- 30. Illustrated with a public service example GDS@Martin_Jordan
- 31. (Not a GDS project) GDS@Martin_Jordan
- 33. Designers at GDS: Graphic designers Interaction designers Content designers Service designers GDS@Martin_Jordan
- 35. Graphic designer: How to communicate the thing so people get it? GDS@Martin_Jordan
- 37. Interaction designer: How does the thing behave so people can use it? GDS@Martin_Jordan
- 39. Content designer: What does the thing say so people will understand it? GDS@Martin_Jordan
- 41. Service designer: What is the thing people might need in order to achieve their goal? GDS@Martin_Jordan
- 43. On another note: Products and services GDS@Martin_Jordan
- 46. Design for good user experience is a team effort – with many influencing factors out of reach GDS@Martin_Jordan
- 48. GDS@Martin_Jordan More on the different types of design in Government: http://designnotes.blog.gov.uk/2016/04/22/the-different-types-of-design-in-government
- 50. How do we work?
- 56. Eg Register to vote Book prison visit View driving licence Find an apprenticeship … GDS@Martin_Jordan
- 57. Digital public services that are so good, people prefer to use them GDS@Martin_Jordan
- 62. Pareto principle doesn’t (really) apply in gov GDS@Martin_Jordan
- 63. We have to serve and design for 100% of the people – so we have to make sure accessibility is baked in GDS@Martin_Jordan
- 65. What’s next?
- 66. Service design is the next challenge in government GDS@Martin_Jordan
- 72. What is your experience with digital public services in your country? GDS@Martin_Jordan
- 74. GDS The vision of e-government is to enable information and communication processes, and transactions between politics, administration, citizens and businesses at any place, any time and through any medium – and to be fast, simple, safe and cheap.” – Digitale Agenda 2020, German government @Martin_Jordan “
- 75. Who likes to give it a try?
- 78. Map the ideal flow for one of the following transactional services: • Check penalty points as a driver • Renew passport • Get fishing licence • Check child benefits GDS@Martin_Jordan
- 79. GDS@Martin_Jordan Before Ideal citizen journey During› › After Check penalty points as a driver Renew passport Get fishing licence Check child benefitsX
- 80. Wrap-up
- 81. 1. Put users first – at all times, all together 2. Be as open as possible, it makes things better 3. Do the hard work to make it simple GDS@Martin_Jordan