@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 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 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 …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 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 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 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
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