This playbook was originally published in October 2016 as an easy reference to share with people delivering products and services to meet the UK government’s service standard. I’ve since added a few additional posts as they’ve been written and published on this blog.
I still use many of these links for my own reference and share them with organisations and teams.
Starting with the problem
Don’t be scared. Get out the building. Talk to people.
Move your team(s) from “everyone wants to solve the problem” to “everyone wants the problem to be solved”.
Learn to enjoy the size of the problem. Make it fun.
Raise expectations, or, don’t accept low expectations from the teams, clients, or the sectors you work in.
Prototyping and iteration
Make sure you give design feedback with feeling. How things feel is important. Push harder and ask better questions.
Watch out for “it seemed to test okay”.
Everything is hypothesis driven design. Get to a shared understanding with your team(s) and write things down.
Understand the metrics that matter for your service.
Do less. Good design is about limits and constraints.
Don’t separate out strategic thinking from other design disciplines. All design is strategic unless you just see it as implementation.
Know what good looks like
It matters. Be prepared to put sticks in the ground.