@benholliday #govdesign Everything we do is about changing lives by providing security, extending opportunity and giving people in our society the support they need
@benholliday #govdesign …understanding user needs as part of the full end to end service experienced by an end-user. This means working across multiple channels, not excluding administrative or ‘back end’ systems and processes
@benholliday #govdesign Building an international group of government designers designnotes.blog.gov.uk/building-an-international-group-of-government-designers
@benholliday #govdesign …the moment we link policy implementation and policy-making with the products and services that people experience, the human experience moves into the foreground Christian Bason (The frontiers of design for policy)
@benholliday #govdesign To a user, a service is simple. It’s something that helps them to do something Louise Downe (GDS) designnotes.blog.gov.uk/good-services-are-verbs
@benholliday #govdesign Equality isn’t about making things work exactly the same for everyone. It’s about having the flexibility to get everyone to the same outcome benholliday.com/better-faster-super-duper
@benholliday #govdesign For an organisation to re-organise itself around end- users or user experience then you first have to shape the culture for this to happen
@benholliday #govdesign …creativity isn’t about making additions; it’s about making subtractions. Ideas need honing, simplifying and focussing Will Gompertz
@benholliday #govdesign … creative organisations prioritise rituals of doing; the least creative organisations prioritise rituals of saying, the most common of which is the meeting Kevin Ashton
@benholliday #govdesign The goal should be to remove anything, including language, that creates barriers when working on a public service benholliday.com/the-problem-with-customer
@benholliday #govdesign We call it user research not user testing. We test our design, our words and our ideas. We don’t test our users Leisa Reichelt (DTA) userresearch.blog.gov.uk/its-user-research-not- user-testing
@benholliday #govdesign If we’re not communicating well with each other, it’s unlikely we’re communicating well with people using our services Melanie Cannon
@benholliday #govdesign Successful automation — and digital transformation — is about freeing people up to tackle the problems they don’t normally get the time to solve Paul Taylor (Bromford Lab) paulitaylor.com/how-automation-can-help-us- solve-the-problems-that-matter
@benholliday #govdesign …move from ‘everyone wants to solve the problem’ to ‘everyone wants the problem to be solved’ benholliday.com/everyone-wants-to-solve-the-problem
@benholliday #govdesign …the more seriously we take things the more rigid or unimaginative our work can become benholliday.com/learning-to-enjoy-the-size-of-the-problem
@benholliday #govdesign 4. DO THE HARD WORK TO MAKE IT SIMPLE Design principles Government Digital Service 1 User needs, not government needs 2 Do less 3 Design with data 4 Do the hard work to make it simple 5 Iterate. Then iterate again 6 This is for everyone 7 The unit of delivery is the team 8 Build things people can build on 9 Be consistent not uniform 10 Make things open, it makes them better www.gov.uk/designprinciples 04.2014 NOT GOVERNMENT NEEDS
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