@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 We can think very deliberately about the design of anything we’re prepared to get close enough to, looking at the detail of every interaction as a result or intention of that service
@benholliday #govdesign Things of the internet are: Accessible Responsive Open Transparent Faster Automated Usable Adaptable Anywhere and anytime Trusted Moving towards instantaneous Efficient
@benholliday #govdesign User research: What’s it really like to be living through this situation? What are people thinking, feeling, and doing in response to what’s happening in their lives?
@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 User Experience beyond software design: 1. Recognise changing expectations 2. Service design is an opportunity 3. Get closer to the problem (user needs) 4. Make sure you get the basics right 5. Adjust the focus 6. Keep going
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