SlideShare a Scribd company logo

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

UX Lausanne
UX Lausanne
UX LausanneUX Lausanne

How to move away from a “transaction after transaction” behavior to create the right services In United kingdom, providing services to individuals and businesses, makes up 80% of the cost of government. Of this 80%, up to 60% is spent on the cost of service failure. This money is spent dealing with the fall out of millions of applications, renewals, and revocations made by users who aren’t eligible, don’t actually need to do a thing, or do so in the wrong way. This is not ‘user error’: service failure could be avoided by better designed services. But how to make sure to meet the needs of users? And how to scale user centred design in the UK’s largest single organisation? In her talk, Louise will explain how to move away from a “transaction after transaction” behavior to create the right services.

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

1 of 74
Download to read offline
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

Recommended

توسعه پایدار در صنعت ساخت
توسعه پایدار در صنعت ساختتوسعه پایدار در صنعت ساخت
توسعه پایدار در صنعت ساختamri k
 
Ten social dashboards to try
Ten social dashboards to tryTen social dashboards to try
Ten social dashboards to tryPopulate Digital
 
Ten spoof Twitter accounts
Ten spoof Twitter accountsTen spoof Twitter accounts
Ten spoof Twitter accountsPopulate Digital
 
10 Pinterest tools to get you started
10 Pinterest tools to get you started 10 Pinterest tools to get you started
10 Pinterest tools to get you started Populate Digital
 
Ten Twitter tools to help you filter your account and fight spam
Ten Twitter tools to help you filter your account and fight spamTen Twitter tools to help you filter your account and fight spam
Ten Twitter tools to help you filter your account and fight spamPopulate Digital
 
It's always about the money: how project management can get you more of it
It's always about the money: how project management can get you more of itIt's always about the money: how project management can get you more of it
It's always about the money: how project management can get you more of itElisabeth Bucci
 

More Related Content

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

Louise Downe: Scaling Service Design in government - A new approach to servic...
Louise Downe: Scaling Service Design in government - A new approach to servic...Louise Downe: Scaling Service Design in government - A new approach to servic...
Louise Downe: Scaling Service Design in government - A new approach to servic...Service Design Network
 
Digital transformation Before and After Seminar, 6th August, Perth.
Digital transformation Before and After Seminar, 6th August, Perth. Digital transformation Before and After Seminar, 6th August, Perth.
Digital transformation Before and After Seminar, 6th August, Perth. Precedent
 
Designing for a better citizen experience / UX Camp Europe 2016
Designing for a better citizen experience / UX Camp Europe 2016Designing for a better citizen experience / UX Camp Europe 2016
Designing for a better citizen experience / UX Camp Europe 2016Martin Jordan
 
Types of design, careers in design
Types of design, careers in designTypes of design, careers in design
Types of design, careers in designHarry Trimble
 
How the Sharing Economy Will Shape Careers -- TheLadders JobMobile Keynote
How the Sharing Economy Will Shape Careers -- TheLadders JobMobile KeynoteHow the Sharing Economy Will Shape Careers -- TheLadders JobMobile Keynote
How the Sharing Economy Will Shape Careers -- TheLadders JobMobile KeynoteTheLadders
 
MongoDB Digital Transformation 2015: Government Digital Service
MongoDB Digital Transformation 2015: Government Digital ServiceMongoDB Digital Transformation 2015: Government Digital Service
MongoDB Digital Transformation 2015: Government Digital ServiceMongoDB
 
Uk experience in Agile - Etienne Pollard
Uk experience in Agile - Etienne PollardUk experience in Agile - Etienne Pollard
Uk experience in Agile - Etienne PollardAgile Lietuva
 
Product Strategy and Leadership
Product Strategy and LeadershipProduct Strategy and Leadership
Product Strategy and LeadershipMelissa Perri
 
Digital Transformation Before and After Seminar, 11th August, Melbourne.
Digital Transformation Before and After Seminar, 11th August, Melbourne. Digital Transformation Before and After Seminar, 11th August, Melbourne.
Digital Transformation Before and After Seminar, 11th August, Melbourne. Precedent
 
Social Media Pitfalls - and how to avoid them - a #begoodbesocial talk
Social Media Pitfalls - and how to avoid them - a #begoodbesocial talkSocial Media Pitfalls - and how to avoid them - a #begoodbesocial talk
Social Media Pitfalls - and how to avoid them - a #begoodbesocial talkWeber Shandwick Scotland
 
gov.uk pre-launch briefing pack
gov.uk pre-launch briefing packgov.uk pre-launch briefing pack
gov.uk pre-launch briefing packbisgovuk
 
e-Trgovina 2012 presentation "The role of data analysis in SME e-commerce"
e-Trgovina 2012 presentation "The role of data analysis in SME e-commerce"e-Trgovina 2012 presentation "The role of data analysis in SME e-commerce"
e-Trgovina 2012 presentation "The role of data analysis in SME e-commerce"dooConsult
 
HOW TO BUILD A HIGH PERFORMANCE TEAM Thru Meetings You Would Normally Have An...
HOW TO BUILD A HIGH PERFORMANCE TEAM Thru Meetings You Would Normally Have An...HOW TO BUILD A HIGH PERFORMANCE TEAM Thru Meetings You Would Normally Have An...
HOW TO BUILD A HIGH PERFORMANCE TEAM Thru Meetings You Would Normally Have An...Lois Raats
 
Social Media Content Plan
Social Media Content PlanSocial Media Content Plan
Social Media Content PlanJessica Bathan
 
Queensland Digital Strategy
Queensland Digital StrategyQueensland Digital Strategy
Queensland Digital StrategyCPA Australia
 
2020 year in review taskade and the future of remote work
2020 year in review   taskade and the future of remote work2020 year in review   taskade and the future of remote work
2020 year in review taskade and the future of remote worklarsondunigan
 

Similar to Louise Downe - Redesigning government for the 21st century - UX Lausanne (20)

Louise Downe: Scaling Service Design in government - A new approach to servic...
Louise Downe: Scaling Service Design in government - A new approach to servic...Louise Downe: Scaling Service Design in government - A new approach to servic...
Louise Downe: Scaling Service Design in government - A new approach to servic...
 
Digital transformation Before and After Seminar, 6th August, Perth.
Digital transformation Before and After Seminar, 6th August, Perth. Digital transformation Before and After Seminar, 6th August, Perth.
Digital transformation Before and After Seminar, 6th August, Perth.
 
Designing for a better citizen experience / UX Camp Europe 2016
Designing for a better citizen experience / UX Camp Europe 2016Designing for a better citizen experience / UX Camp Europe 2016
Designing for a better citizen experience / UX Camp Europe 2016
 
Types of design, careers in design
Types of design, careers in designTypes of design, careers in design
Types of design, careers in design
 
How the Sharing Economy Will Shape Careers -- TheLadders JobMobile Keynote
How the Sharing Economy Will Shape Careers -- TheLadders JobMobile KeynoteHow the Sharing Economy Will Shape Careers -- TheLadders JobMobile Keynote
How the Sharing Economy Will Shape Careers -- TheLadders JobMobile Keynote
 
Registers
RegistersRegisters
Registers
 
MongoDB Digital Transformation 2015: Government Digital Service
MongoDB Digital Transformation 2015: Government Digital ServiceMongoDB Digital Transformation 2015: Government Digital Service
MongoDB Digital Transformation 2015: Government Digital Service
 
Uk experience in Agile - Etienne Pollard
Uk experience in Agile - Etienne PollardUk experience in Agile - Etienne Pollard
Uk experience in Agile - Etienne Pollard
 
Industry engagement event (London) 26 August 2015
Industry engagement event (London) 26 August 2015Industry engagement event (London) 26 August 2015
Industry engagement event (London) 26 August 2015
 
Product Strategy and Leadership
Product Strategy and LeadershipProduct Strategy and Leadership
Product Strategy and Leadership
 
Digital Transformation Before and After Seminar, 11th August, Melbourne.
Digital Transformation Before and After Seminar, 11th August, Melbourne. Digital Transformation Before and After Seminar, 11th August, Melbourne.
Digital Transformation Before and After Seminar, 11th August, Melbourne.
 
User Research at GDS
User Research at GDSUser Research at GDS
User Research at GDS
 
Social Media Pitfalls - and how to avoid them - a #begoodbesocial talk
Social Media Pitfalls - and how to avoid them - a #begoodbesocial talkSocial Media Pitfalls - and how to avoid them - a #begoodbesocial talk
Social Media Pitfalls - and how to avoid them - a #begoodbesocial talk
 
gov.uk pre-launch briefing pack
gov.uk pre-launch briefing packgov.uk pre-launch briefing pack
gov.uk pre-launch briefing pack
 
e-Trgovina 2012 presentation "The role of data analysis in SME e-commerce"
e-Trgovina 2012 presentation "The role of data analysis in SME e-commerce"e-Trgovina 2012 presentation "The role of data analysis in SME e-commerce"
e-Trgovina 2012 presentation "The role of data analysis in SME e-commerce"
 
HOW TO BUILD A HIGH PERFORMANCE TEAM Thru Meetings You Would Normally Have An...
HOW TO BUILD A HIGH PERFORMANCE TEAM Thru Meetings You Would Normally Have An...HOW TO BUILD A HIGH PERFORMANCE TEAM Thru Meetings You Would Normally Have An...
HOW TO BUILD A HIGH PERFORMANCE TEAM Thru Meetings You Would Normally Have An...
 
Social Media Content Plan
Social Media Content PlanSocial Media Content Plan
Social Media Content Plan
 
ConCon Manchester: keynote
ConCon Manchester: keynoteConCon Manchester: keynote
ConCon Manchester: keynote
 
Queensland Digital Strategy
Queensland Digital StrategyQueensland Digital Strategy
Queensland Digital Strategy
 
2020 year in review taskade and the future of remote work
2020 year in review   taskade and the future of remote work2020 year in review   taskade and the future of remote work
2020 year in review taskade and the future of remote work
 

Recently uploaded

AWS Overview of AWS Clarify, Feature Store, Hyper parameter Tuning
AWS Overview of AWS  Clarify, Feature Store, Hyper parameter TuningAWS Overview of AWS  Clarify, Feature Store, Hyper parameter Tuning
AWS Overview of AWS Clarify, Feature Store, Hyper parameter TuningVarun Garg
 
APAN 57: APNIC Report at APAN 57, Bangkok, Thailand
APAN 57: APNIC Report at APAN 57, Bangkok, ThailandAPAN 57: APNIC Report at APAN 57, Bangkok, Thailand
APAN 57: APNIC Report at APAN 57, Bangkok, ThailandAPNIC
 
Augmented and Mixed Reality Solutions for Aerospace & Defense
Augmented and Mixed Reality Solutions for Aerospace & DefenseAugmented and Mixed Reality Solutions for Aerospace & Defense
Augmented and Mixed Reality Solutions for Aerospace & Defensethirdeyegen65
 
UGBINTERNETBANKING FACILITY LAUNCHED.pptx
UGBINTERNETBANKING FACILITY LAUNCHED.pptxUGBINTERNETBANKING FACILITY LAUNCHED.pptx
UGBINTERNETBANKING FACILITY LAUNCHED.pptxRiteshsahu101
 
Obstructive jaundice is a medical condition characterized by the yellowing of...
Obstructive jaundice is a medical condition characterized by the yellowing of...Obstructive jaundice is a medical condition characterized by the yellowing of...
Obstructive jaundice is a medical condition characterized by the yellowing of...ssuser7b7f4e
 
Augmented and Mixed Reality Solutions for Frontline Medical Professionals
Augmented and Mixed Reality Solutions for Frontline Medical ProfessionalsAugmented and Mixed Reality Solutions for Frontline Medical Professionals
Augmented and Mixed Reality Solutions for Frontline Medical Professionalsthirdeyegen65
 
history of tau gamma architect.1968.....
history of tau gamma architect.1968.....history of tau gamma architect.1968.....
history of tau gamma architect.1968.....josephiigo
 
Red shadows ringing in Japan's Cyberspace
Red shadows ringing in Japan's CyberspaceRed shadows ringing in Japan's Cyberspace
Red shadows ringing in Japan's Cyberspacesttyk
 
Modern Red Teaming - subverting mature defenses on a budget
Modern Red Teaming - subverting mature defenses on a budgetModern Red Teaming - subverting mature defenses on a budget
Modern Red Teaming - subverting mature defenses on a budgetmatt806068
 
[Hackersuli]Privacy on the blockchain
[Hackersuli]Privacy on the blockchain[Hackersuli]Privacy on the blockchain
[Hackersuli]Privacy on the blockchainhackersuli
 

Recently uploaded (13)

AWS Overview of AWS Clarify, Feature Store, Hyper parameter Tuning
AWS Overview of AWS  Clarify, Feature Store, Hyper parameter TuningAWS Overview of AWS  Clarify, Feature Store, Hyper parameter Tuning
AWS Overview of AWS Clarify, Feature Store, Hyper parameter Tuning
 
APAN 57: APNIC Report at APAN 57, Bangkok, Thailand
APAN 57: APNIC Report at APAN 57, Bangkok, ThailandAPAN 57: APNIC Report at APAN 57, Bangkok, Thailand
APAN 57: APNIC Report at APAN 57, Bangkok, Thailand
 
Augmented and Mixed Reality Solutions for Aerospace & Defense
Augmented and Mixed Reality Solutions for Aerospace & DefenseAugmented and Mixed Reality Solutions for Aerospace & Defense
Augmented and Mixed Reality Solutions for Aerospace & Defense
 
B1 Evaluation.docx
B1 Evaluation.docxB1 Evaluation.docx
B1 Evaluation.docx
 
UGBINTERNETBANKING FACILITY LAUNCHED.pptx
UGBINTERNETBANKING FACILITY LAUNCHED.pptxUGBINTERNETBANKING FACILITY LAUNCHED.pptx
UGBINTERNETBANKING FACILITY LAUNCHED.pptx
 
Obstructive jaundice is a medical condition characterized by the yellowing of...
Obstructive jaundice is a medical condition characterized by the yellowing of...Obstructive jaundice is a medical condition characterized by the yellowing of...
Obstructive jaundice is a medical condition characterized by the yellowing of...
 
Augmented and Mixed Reality Solutions for Frontline Medical Professionals
Augmented and Mixed Reality Solutions for Frontline Medical ProfessionalsAugmented and Mixed Reality Solutions for Frontline Medical Professionals
Augmented and Mixed Reality Solutions for Frontline Medical Professionals
 
history of tau gamma architect.1968.....
history of tau gamma architect.1968.....history of tau gamma architect.1968.....
history of tau gamma architect.1968.....
 
Red shadows ringing in Japan's Cyberspace
Red shadows ringing in Japan's CyberspaceRed shadows ringing in Japan's Cyberspace
Red shadows ringing in Japan's Cyberspace
 
Riesgos online
Riesgos onlineRiesgos online
Riesgos online
 
Modern Red Teaming - subverting mature defenses on a budget
Modern Red Teaming - subverting mature defenses on a budgetModern Red Teaming - subverting mature defenses on a budget
Modern Red Teaming - subverting mature defenses on a budget
 
[Hackersuli]Privacy on the blockchain
[Hackersuli]Privacy on the blockchain[Hackersuli]Privacy on the blockchain
[Hackersuli]Privacy on the blockchain
 
INTERNET
INTERNETINTERNET
INTERNET
 

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