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Collective, small, actions: Service Design in Government

Ben Holliday
March 30, 2017

Collective, small, actions: Service Design in Government

Transform 2017 keynote talk, Canberra Australia (29 March 2017)

Ben Holliday

March 30, 2017

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  1. @benholliday #govdesign Everything we do is about changing lives by

    providing security, extending opportunity and giving people in our society the support they need
  2. @benholliday #govdesign This is the real challenge: A government that

    delivers policy and services, organising itself around the needs 
 of its users
  3. @benholliday #govdesign Design team specialising in service design, user research,

    interaction design, content design and front end development
  4. @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
  5. @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)
  6. @benholliday #govdesign To a user, a service is simple. It’s

 that helps them to do something Louise Downe (GDS) designnotes.blog.gov.uk/good-services-are-verbs
  7. @benholliday #govdesign Getting a job is practical, the fear of

    getting sick and losing your job is emotional
  8. @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
  9. @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
  10. @benholliday #govdesign Culture is everything we do, 
 how we

    do it, our intentions, and how we work together to make it happen
  11. @benholliday #govdesign …creativity isn’t about making additions; it’s about making

    subtractions. Ideas need honing, simplifying and focussing Will Gompertz
  12. @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
  13. @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
  14. @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
  15. @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
  16. @benholliday #govdesign Start with ‘why’. Everything we work on gets

    started for a reason. Then move on to ‘who’, ‘what’ and ‘how’
  17. @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
  18. @benholliday #govdesign The greatest enemy of success is the attempt

    to fortify against failure Ed Catmull (co- founder Pixar)
  19. @benholliday #govdesign Ways to manage small risks: • prioritise rituals

    of doing • experiment more • shorten the feedback loop
  20. @benholliday #govdesign Design at its best frames the unusual and

    celebrates diversity. Its mistakes make it human
  21. @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
  22. @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
  23. @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
  24. @benholliday #govdesign You earn the extreme moments of optimism from

    the daily struggles we all fight our way through Bruce Springsteen