Adventures in Service Design and everything else

@benholliday #sdingov Service Design in Government 2016 Adventures in  
Service Design and everything else

@benholliday #sdingov Hello!

@benholliday #sdingov 2001 - Graphic Design 2003 - Digital Design
2008 - User Experience 2013 - User Research 2014 - Interaction Design 2016 - Service Design

@benholliday #sdingov

@benholliday #sdingov @kevincunnington

@benholliday #sdingov Starting with business transformation

@benholliday #sdingov User experience is   everyone’s job

@benholliday #sdingov To deliver a great user experience… we need
to get the design right we need to get the strategy right we need to get the organisation right

@benholliday #sdingov DWP DIGITAL ACADEMY

@benholliday #sdingov Being bold means bringing your whole self to
the situation and engaging fully with it Janet Hughes (GDS)

@benholliday #sdingov Thinking and doing   things differently

@benholliday #sdingov We need space for irrational thought and that
space is creativity

@benholliday #sdingov The biggest problem   in government is boxes

@benholliday #sdingov Big boxes:   departments, policy, strategy, operations, technology

@benholliday #sdingov Small boxes: management tiers, organisational structures, fixed processes

@benholliday #sdingov Check your State Pension Find pension contact details
Get your State Pension

@benholliday #sdingov 1. Services organised around paying or   enabling
people to get their pension 2. Policy is about people being better   prepared for retirement 3. Most people need to think about pensions   at 35 not aged 55 or 65 Retirement Provision

@benholliday #sdingov What does government need to do earlier to
help people get on with their lives later?

@benholliday #sdingov Design Technology Operations

@benholliday #sdingov To a user, a service is simple. It’s
something that helps them to do something Louise Downe (GDS)

@benholliday #sdingov …a lot of what we seem to be
doing is getting design out of the way Jonny Ive (Apple)

@benholliday #sdingov The problem is the view from 30 thousand
feet

@benholliday #sdingov Has anyone thought about what it’s really like
to have to use this service?

@benholliday #sdingov Design services for the user experience

@benholliday #sdingov 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

@benholliday #sdingov The energy we spend talking about something is
the same energy we need to do something

@benholliday #sdingov The biggest challenge   for service design in
government is not having all the answers before   we start

@benholliday #sdingov …don’t forget how fast things change, how quickly
people change what they do as they conform and shape themselves from all that’s around them Tony Benn

@benholliday #sdingov 1. Why are we doing this work? 2.
Who are our users? 3. What outcome will users get from this service? 4. What outcome are we looking for? 5. What are our key metrics? benholliday.com/frame-the-problem

@benholliday #sdingov Start with the problem

@benholliday #sdingov Iterate fast to see   what works

@benholliday #sdingov Successful products   and services come from countless
small acts   of failure

@benholliday #sdingov Everything else-ness

@benholliday #sdingov ﬂickr.com/photos/Steven Pisano

@benholliday #sdingov Can design add value or help us communicate
more clearly, concisely, or be more consistent? benholliday.com/broken-windows

@benholliday #sdingov Services not projects, products or features

@benholliday #sdingov GOV.UK HEALTH & DISABILITY Employment Support Allowance (ESA)
Personal Independence Payment (PIP) Access to Work Budgeting Loans Industrial Injuries Disablement Beneﬁt Carer’s Allowance

@benholliday #sdingov User need: as someone with a health condition
or disability I need support to live independently

@benholliday #sdingov GOV.UK Employment Support Allowance (ESA) Personal Independence Payment
(PIP) Access to Work Industrial Injuries Disablement Beneﬁt Carer’s Allowance Work, health & disability: “…tell us about your situation” start here

@benholliday #sdingov Programme change and new initiatives are inevitable. Service
patterns should function independently

@benholliday #sdingov gds.blog.gov.uk/government-as-a-platform-for-the-rest-of-us

@benholliday #sdingov Transformation starts   with small actions

@benholliday #sdingov Everything is built on small moments. How we
work to deliver better services and the experiences we’re designing for

@benholliday #sdingov ﬂickr.com/photos/mikebogdan

@benholliday #sdingov Transformation of government services shouldn’t leave anyone behind

@benholliday #sdingov 1. Transformation starts small 2. It takes a
shift in culture 3. It looks for ‘service’ patterns 4. It builds momentum through doing 5. It starts and ends with people Adventures in Service Design

@benholliday #sdingov Are you prepared to get to know someone
well enough to see how government really works for them?

@benholliday #sdingov [keep going]

@benholliday #sdingov [email protected] benholliday.com @benholliday dwpdigital.blog.gov.uk @digitaldwp

Adventures in Service Design and everything else

Adventures in Service Design and everything else

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