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User Experience beyond software design

User Experience beyond software design

Future Sync 2017

Ben Holliday

June 10, 2017

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  1. @benholliday #govdesign Design team specialising in service design, user research,

    interaction design, content design and front end development
  2. @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
  3. @benholliday #govdesign Services are a familiar part of our lives,

    and are often less digital than we’ve come to expect
  4. @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
  5. @benholliday #govdesign To a user, a service is simple. It’s

 that helps them to do something designnotes.blog.gov.uk/good-services-are-verbs
  6. @benholliday #govdesign Making things digital is employing the culture, mindset,

    practices, processes, skills and technologies of the internet era
  7. @benholliday #govdesign Things of the internet are: Accessible Responsive Open

    Transparent Faster Automated Usable Adaptable Anywhere and anytime Trusted Moving towards instantaneous Efficient
  8. @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?
  9. @benholliday #govdesign Software is a small part of a much

    bigger picture. But it doesn’t make it any less important
  10. @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
  11. @benholliday #govdesign Start with ‘why’. Everything we work on gets

    started for a reason. Then move on to ‘who’, ‘what’ and ‘how’
  12. @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