Why ‘connection-driven’ design is important.
The size and the shape of the problem is best served by vertical lines and loose boundaries.
I see very few organisations that think enough about the experience of their staff (especially when it comes to technology). If your internal user experience is broken then, as an organisation, you probably don’t care enough about user experience (full stop).
Designing services for the digital age in response to raised expectations.
An approach to understanding user needs. From Leading Service Design at UX London 2017.
A retrospective from UX London 2017: Leading Service Design workshop with Kate Tarling.
A write up of the round table forum I was part of this afternoon for Digital Leaders week 2017.
I get asked this question a lot. My thoughts...
Understanding user needs and understanding the needs of government isn't a choice. You need to do both
What do our long term goals mean, keeping the focus on outcomes?
Missions are built on words then actions. What helps define a great mission statement?
Success looks like a product or service that solves a real problem for people
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.
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.
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.
Service design for uncertain times
Does your organisation have design leadership?
The question we’re all asking about service design in government
Last week I spoke at Service Design in Government. I talked about what we need to do to deliver better services. Services that work better for people.
We have lots of conversations in government about transformation.
Last week was the Service Design in Government conference 2016 in London.
I had been building up to the conference for the last few months, writing my keynote talk, and looking forward to all the conversations that were likely to happen throughout the 3 days.