This document discusses the work of Christina Li, a senior user experience designer at the UK Department for Work and Pensions (DWP). It provides an overview of DWP Digital's work to transform welfare services through user-centered design. Key points include that DWP Digital has 4 design hubs and over 40 designers working on the Universal Credit service, which has over 8 million users across the UK. The document emphasizes starting with users' needs and situations, involving operational staff, delivering the intended policy outcomes, and how small design changes can have meaningful impact.

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Christina Li
Senior User Experience Designer
@chrissy0118
#CampDigital
@DigitalDWP
Transforming welfare
through design

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4 digital hubs
40+ designers
20 services

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Service design phases
https://www.gov.uk/service-manual/phases

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Universal Credit

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8 million users across the UK

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● Make a claim
● Receive monthly payments
● Report changes
● Look for work/ increase earnings

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1. Start with people’s situation
2. Include service deliverers
3. Deliver policy intent
4. Small actions matter

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Start with people’s situation
and what they need to do

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https://www.gov.uk/design-principles

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https://www.gov.uk/design-principles
User needs, not government needs

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Meet Hayley*

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People come to government
services with their own
stories

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We’re not Amazon, people
can’t shop around for
government services

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Duty to design for all users

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A fully designed service is
about the service users and
service deliverers

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Operational staff is our
critical friend

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Getting operational staff
involved in research and
design

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● Co-location
● Research participant
● Identified learning and training
needs for us
● Getting direct feedback from the
ground

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Deliver policy intent

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“A policy is not words in a
Whitehall paper. It’s the real
world experience people have
of resulting services, and what
they then do.”
Tom Loosemore (ex-GDS)

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Our policy intent

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How do we help people to find
work (or earn more), so that they
can be financially independent?

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https://dwpdigital.blog.gov.uk/2016/02/19/learning-through-
prototyping-tools-for-universal-credit-claimants/

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Postcode:
LS16 5NE

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Our aim is to design an experience
which focuses on what you can do
for work, not what you can’t.

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Small actions matter

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Transformation starts with
creating small moments

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1. Start with people’s situation
2. Include service deliverers
3. Deliver policy intent
4. Small actions matter

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“We’re not designing the
future; we’re making things
that belong to the future we
would like to live in.”
Brian Eno

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Thank you.
Christina Li
christina.li@dwp.gsi.gov.uk
@chrissy0118
DWP Digital
https://dwpdigital.blog.gov.uk/