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Louise Downe
Head of Design for UK Government
Government Digital Service
@LouiseDowne
Hello!
I’m from the
Government
Digital Service
@louisedowne GDS
We do the website
@louisedowne GDS@louisedowne GDS@louisedowne GDS@louisedowne GDS
We build
common products
@louisedowne GDS@louisedowne GDS@louisedowne GDS@louisedowne GDS@louisedowne GDS@louisedowne GDS
@louisedowne GDS@louisedowne GDS@louisedowne GDS@louisedowne GDS@louisedowne GDS
We help transform
government services
@louisedowne GDS@louisedowne GDS
@louisedowne GDS@louisedowne GDS@louisedowne GDS
I lead the services bit
and the design bit
@louisedowne GDS
@louisedowne GDS@louisedowne GDS
300 designers
10 heads of design
@louisedowne GDS
A lot has changed
in 5 years
@louisedowne GDS
“Government is not
meeting the needs of
users”
@louisedowne GDS
We saved
£3.56 billion
€4560162711.71
493640305567 CHF
@louisedowne GDS@louisedowne GDS
@louisedowne GDS@louisedowne GDS
We’ve only just
started
Service design is
the next challenge for
government
20% of UK GDP
is spent on public
services
@louisedowne
80% of the cost of
Government
is spent on services
@louisedowne
60% of that cost is
spent on calls
and casework
@louisedowne
Reporting of Injuries, Diseases and Dangerous Occurrences
Regulations 1995 (RIDDOR)
Registrations for Knowledge Transfer Network (KTN)/connect access
(MEMBERS)
Request for a further search under section 17(6) or payment for a
supplementary certificate under section 17(8)/Request for search
(F9/F9A)
Employer Ownership Pilot (EOP)
Well Operations Notification System (WONS): consents and
notifications
Charity Letter Forwarding Service
@louisedowne
Google is the home
page to your service
@louisedowne
#GOOGLEFAIL
@louisedowne
@louisedowne GDS
*
@louisedowne
The 8th most popular
service on GOV.UK
is a phone number
Our services weren’t
designed for the
internet
@louisedowne
Sell a carStart a
business
@louisedowne
Buy a car
@louisedowne
Employ
someone
@louisedowne
Service patterns
It took me two
years to work out
what i needed to
Look after
children
@louisedowne
Good services are verbs
Bad services are nouns
@louisedowne
Changing the way a
service looks won’t
fix this
New technology
won’t either
We need to rebuild
services from the
ground up
Service design is
90% archeology
@louisedowne
Service design is not:
A process
A set of tools
An ideology
A belief
Co-design
A new word for UX
A obsession with anyone poor/elderly/ill
Immune from capitalism
Something anyone can do
Difficult to describe to your friends and family
GDS@louisedowne
Service design is
the design of services
@louisedowne
5 things we’re doing
to scale service design
@louisedowne
1.
Build verbs not nouns
40% of phone calls to
government are to
check “what to do”
@louisedowne
@louisedowne
@louisedowne
2.
Reduce complexity
Most of the time a
better service is a
more efficient service
@louisedowne
@louisedowne GDS
screen shot + what changed
@louisedowne @katyarnie@louisedowne GDS
1. Passport
2. Photo
3. Employers letter
4. Letter of invitation
5. Bank deposit certificate
6. Bank statement
7. Property certificate
8. Marriage certificate
9. Retirement certificate
10. Family book (Hukou)
11. Business registration certificate
12. Car insurance
13. Certificate of relationship to parents
14. Utilities bills, P60 council tax bill
@louisedowne
1. Passport
2. Photo
3. Employers letter
4. Letter of invitation
5. Bank deposit certificate
6. Bank statement
7. Property certificate
8. Marriage certificate
9. Retirement certificate
10. Family book (Hukou)
11. Business registration certificate
12. Car insurance
13. Certificate of relationship to parents
14. Utilities bills, P60 council tax bill
@louisedowne
Reduced paper
documents sent by
25%
@louisedowne
3.
Collaborate in the
open
Most services
involve more than
one part of government
@louisedowne
@louisedowne
4.
Empower
the network
Most standards are:
created once
from the center
untested
mostly wrong
@louisedowne
@louisedowne GDS@louisedowne GDS@louisedowne GDSGDS
700 contributors
updated daily
open to everyone
@louisedowne
We’re writing policy
live and in the open
@louisedowne
5.
Build teams of people
who can make things
@louisedowne GDS@louisedowne GDS@louisedowne GDS@louisedowne
@louisedowne
Highest completion
rate in government
@louisedowne
The user experience
is everyone's
responsibility
@louisedowne
It’s not complicated
@louisedowne
It’s not complicated
It’s just hard
@louisedowne
It’s not complicated
It’s just hard
(we’re not giving up)
@louisedowne
Thanks!
Louise Downe
Head of Design for Government
Government Digital Service
@LouiseDowne

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Louise Downe - Redesigning government for the 21st century - UX Lausanne