Leisa Reichelt tells about her experiences at the Government Digital service (gov.uk) in the UK bringing user centred design to the organisation in order to build services that work for people.

1. Australian Government
Digital Transformation Office
Leisa Reichelt @leisa

2. hello.
DTO@leisa

3. Over any four week period,
more than 1 in 8 Australians
aged 14 and over will look
up government information
and services online.

4. 55% of them face a
problem while using online
government services.

5. We must do better.

7. GDS
Show
don’t tell

8. GDS@leisa

9. GDS@leisa

10. GDS@leisa

11. GDS
Making the thing makes the
impossible seem possible.
Making the thing makes scary
things feel exciting and achievable.
@leisa

12. Talking about design*
is like dancing
about architecture
*before you do it

13. You can now build
working software in
less time than it takes
to have the meeting
to describe it
- Simon Willison

14. GDS
2. Ask for action*
*very specific

16. Ask for things that are
harder to say no to.
Simplify. Be precise.

17. GDShttp://www.disambiguity.com/death-to-it-depends/

18. ‘do user research
in every sprint’
5 people in a lab for one on one
interview + usability

19. ‘get your exposure
hours: 2hrs / 6wks’
http://www.uie.com/articles/user_exposure_hours/

20. ‘have a researcher
embedded in the team
at least 3 days a week’

22. (this is not just about
user research.
what behaviours do
YOU want to change?)

23. GDS
3. Use words to
change culture

24. Language is the medium
through which culture is
enacted – Gill Ereaut

25. https://www.gov.uk/designprinciples

27. UX
UCD

28. Leisa
User Research
Ben
Design
User
Centred
Design

29. you can’t
interface away
bad policy

30. User experience is the
responsibility of the
entire team

32. The words you use tell
you what you care about.

33. GDS
4. Make your job mostly
about communications.

34. ‘told you so’
is an anti-pattern

35. userresearch.blog.gov.uk
‘We’ve discovered that
our user researchers are
actually researching
about 30% of their time.’

36. empathy

37. https://userresearchmethods.hackpad.com

38. https://userresearchmethods.hackpad.com

39. if you’re not going to do
the communication well,
don’t even bother doing
the research

40. Make a plan
to communicate
better with each other.

41. GDS
Show don’t tell
Ask for less, simplify.
Change the language
Plan to do more comms

42. design for
government

44. thank you.
dto.gov.au
@leisa