Adventures in Service Design and everything else

196a4242eecbd120dcb4cd9a80899e34?s=47 Ben Holliday
March 11, 2016

Adventures in Service Design and everything else

Service Design in Government 2016 keynote talk

196a4242eecbd120dcb4cd9a80899e34?s=128

Ben Holliday

March 11, 2016
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Transcript

  1. 3.

    @benholliday #sdingov 2001 - Graphic Design 2003 - Digital Design

    2008 - User Experience 2013 - User Research 2014 - Interaction Design 2016 - Service Design
  2. 8.

    @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
  3. 12.

    @benholliday #sdingov Being bold means bringing your whole self to

    the situation and engaging fully with it Janet Hughes (GDS)
  4. 20.

    @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
  5. 22.

    @benholliday #sdingov What does government need to do earlier to

    help people get on with their lives later?
  6. 27.

    @benholliday #sdingov To a user, a service is simple. It’s

    something that helps them to do something Louise Downe (GDS)
  7. 28.

    @benholliday #sdingov …a lot of what we seem to be

    doing is getting design out of the way Jonny Ive (Apple)
  8. 37.

    @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
  9. 39.
  10. 41.

    @benholliday #sdingov The biggest challenge 
 for service design in

    government is not having all the answers before 
 we start
  11. 42.

    @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
  12. 43.

    @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
  13. 51.

    @benholliday #sdingov Can design add value or help us communicate

    more clearly, concisely, or be more consistent? benholliday.com/broken-windows
  14. 53.

    @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
  15. 55.

    @benholliday #sdingov User need: as someone with a health condition

    or disability I need support to live independently
  16. 56.

    @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
  17. 60.

    @benholliday #sdingov Everything is built on small moments. How we

    work to deliver better services and the experiences we’re designing for
  18. 66.

    @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
  19. 67.

    @benholliday #sdingov Are you prepared to get to know someone

    well enough to see how government really works for them?