1.
Louise Downe
Head of Design for UK Government
Government Digital Service
@LouiseDowne

2.
Hello!

3.
I’m from the
Government
Digital Service
@louisedowne GDS

4.
We do the website

5.
@louisedowne GDS@louisedowne GDS@louisedowne GDS@louisedowne GDS

6.
We build
common products

7.
@louisedowne GDS@louisedowne GDS@louisedowne GDS@louisedowne GDS@louisedowne GDS@louisedowne GDS

8.
@louisedowne GDS@louisedowne GDS@louisedowne GDS@louisedowne GDS@louisedowne GDS

9.
We help transform
government services

10.
@louisedowne GDS@louisedowne GDS

11.
@louisedowne GDS@louisedowne GDS@louisedowne GDS

12.
I lead the services bit
and the design bit
@louisedowne GDS

13.
@louisedowne GDS@louisedowne GDS

14.
300 designers
10 heads of design
@louisedowne GDS

15.
A lot has changed
in 5 years

16.
@louisedowne GDS

17.
“Government is not
meeting the needs of
users”
@louisedowne GDS

18.
We saved
£3.56 billion

19.
€4560162711.71

20.
493640305567 CHF

21.
@louisedowne GDS@louisedowne GDS

22.
@louisedowne GDS@louisedowne GDS

23.
We’ve only just
started

24.
Service design is
the next challenge for
government

25.
20% of UK GDP
is spent on public
services
@louisedowne

26.
80% of the cost of
Government
is spent on services
@louisedowne

27.
60% of that cost is
spent on calls
and casework
@louisedowne

28.
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

29.
Google is the home
page to your service
@louisedowne

30.
#GOOGLEFAIL
@louisedowne

31.
@louisedowne GDS
*
@louisedowne

32.
The 8th most popular
service on GOV.UK
is a phone number

33.
Our services weren’t
designed for the
internet
@louisedowne

34.
Sell a carStart a
business
@louisedowne

35.
Buy a car
@louisedowne

36.
Employ
someone
@louisedowne

37.
Service patterns
It took me two
years to work out
what i needed to
Look after
children
@louisedowne

38.
Good services are verbs
Bad services are nouns
@louisedowne

39.
Changing the way a
service looks won’t
fix this

40.
New technology
won’t either

41.
We need to rebuild
services from the
ground up

42.
Service design is
90% archeology
@louisedowne

43.
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

44.
Service design is
the design of services
@louisedowne

45.
5 things we’re doing
to scale service design
@louisedowne

46.
1.
Build verbs not nouns

47.
40% of phone calls to
government are to
check “what to do”
@louisedowne

48.
@louisedowne

49.
@louisedowne

50.
2.
Reduce complexity

51.
Most of the time a
better service is a
more efficient service
@louisedowne

52.
@louisedowne GDS

53.
screen shot + what changed
@louisedowne @katyarnie@louisedowne GDS

54.
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

55.
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

56.
Reduced paper
documents sent by
25%
@louisedowne

57.
3.
Collaborate in the
open

58.
Most services
involve more than
one part of government
@louisedowne

59.
@louisedowne

60.
4.
Empower
the network

61.
Most standards are:
created once
from the center
untested
mostly wrong
@louisedowne

62.
@louisedowne GDS@louisedowne GDS@louisedowne GDSGDS

63.
700 contributors
updated daily
open to everyone
@louisedowne

64.
We’re writing policy
live and in the open
@louisedowne

65.
5.
Build teams of people
who can make things

66.
@louisedowne GDS@louisedowne GDS@louisedowne GDS@louisedowne

67.
@louisedowne

68.
Highest completion
rate in government
@louisedowne

69.
The user experience
is everyone's
responsibility
@louisedowne

70.
It’s not complicated
@louisedowne

71.
It’s not complicated
It’s just hard
@louisedowne

72.
It’s not complicated
It’s just hard
(we’re not giving up)
@louisedowne

73.
Thanks!

74.
Louise Downe
Head of Design for Government
Government Digital Service
@LouiseDowne