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Digital Public Services 2015

Ben Holliday
November 13, 2015

Digital Public Services 2015

Ben Holliday

November 13, 2015
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  1. @benholliday 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
  2. @benholliday To a user, a service is simple. It’s something

    that helps them to do something Louise Downe (GDS)
  3. @benholliday …a lot of what we seem to be doing

    is getting design out of the way Jonny Ive (Apple)
  4. @benholliday 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
  5. @benholliday 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 (ex-GDS)
  6. @benholliday 1. Get the organisation right. 2. Think about services

    as verbs – 
 what they do for people. 3. Don’t treat digital and policy as separate things. 4. Learn to iterate, then iterate again. Delivering User Experience for government services