Service Design

Digital Leaders Week 2017: Citizen Experience forum

I was part of a round table forum this afternoon for Digital Leaders week: North West Salon: Citizen Experience.

I was invited as one of the keynote speakers along with Stephen Morris, Director of Programmes at UKCloud.

The event was set up as an open discussion for everyone that attended and I spoke without notes. Continue reading…

When is User Experience (UX) and Service Design the same thing?

I get asked this question a lot. My thoughts:

In my experience, most of the best ‘experience’ practitioners or agencies think about the full end to end experience of a product or service.

Whether they get to design the full user experience or find themselves in a position of any real influence over this when working with different organisations will vary. Continue reading…

The needs of government

 UK parliament, Westminster

Image – Hernán Piñera

It’s okay for government to have needs. I always work with this presumption in mind:

Understanding user needs and understanding the needs of government isn’t a choice. You need to do both.

We start with user needs. Continue reading…

Better, faster, super-duper

Mission Statement: Be the simplest, faster way...

I’ve been doing some more thinking about mission statements or setting long term goals for products and services.

When we’re thinking about the products and services we work on in government, many of our long term goals revert back to:

Be the simplest, fastest way [to do a thing]

What we mean is we want to make something that works well for people that’s better than the alternatives. Continue reading…

The mission

Missions are built on words then actions

The mission

Image – nasamarshall

Mission: An important assignment given 
to a person or group of people…

The words we start with are important. I’ve been thinking about mission statements as something most organisations, services, or product teams aren’t great at. Continue reading…

What does a successful product or service look like?

Success looks like a product or service that solves a real problem for people.

By solving a problem for people, a product or service creates a sustainable business model. It can then be operated, scaled and improved.

Outside the public sector this creates customers. Continue reading…

Thinking about how we use evidence in user-centred design

Working in a large government department like the Department for Work and Pensions has created a few challenges about how to bring together traditional types of evidence-driven decision making and a new focus on delivering digital by default services. Continue reading…

Working towards zero

We need to start from the right place. A level playing field. The conditions for success need to be right before we start.

If you’re part of a large organisation you could spend years working towards zero just to get started. You can put all your efforts into trying to fix your broken processes and technology. Continue reading…

Content design for service design

Some thoughts about content formats and content ownership.

As teams working on digital by default services we don’t just design content for GOV.UK.

At Digital DWP we’ve put together a team of talented content designers to be responsible for all the content in a service. Continue reading…

Designing for the unknown future

unknown-future

The face of the unknown future

Most of the time, companies, organisations, and governments are making big, bold, predictions about what they think will happen.

The truth is we never know what will happen. Not with any real certainty. When you think about any policy, idea, or – the government term I’m most uncomfortable with – ‘intervention’, you only really find out what will happen when it happens. Continue reading…