Build me a portal - Service Design in Government 2015

Transforming Home Office Digital Delivery at the UK's event for Service Design for the Public Sector

Transcript

1. Build me a… portal Katy Arnold @katyarnie
2. I work at the Home Office
5. ‘The climate of the Home Office was like that of summer storms blowing up absolutely out of a clear blue sky’ — Roy Jenkins Home Secretary 1965-67, 1974-76
6. The hardest thing about design or research is rarely design or research
8. Home Office Digital: a great team coming together
11. Build me a Portal
14. Our users find it hard to get in touch
15. 41 inboxes
16. 41 inboxes 20 teams
17. 41 inboxes 20 teams often they don’t reply
18. adc_enquiries@homeoffice.gsi.gov.uk BaRCUrgentReturns@UKBA.gsi.gov.uk CPCTEnquiries@homeoffice.gsi.gov.uk generalimmigrationenquiries@homeoffice.gsi.gov.uk homeofficecurtailments@homeoffice.gsi.gov.uk Info.access@homeoffice.gsi.gov.uk LSECSU@homeoffice.gsi.gov.uk MQTEnquiries@homeoffice.gsi.gov.uk (ILR) RodRequestsECT@homeoffice.gsi.gov.uk Tier2&5MigrantRep@ukba.gsi.gov.uk tier2and5curtailments@homeoffice.gsi.gov.uk
19. Volumes unknown ?
20. This is all very expensive
22. “confidence that they are taking care of everything, instead of you hanging, looking at a blank wall, and you don’t know what they are doing or what stage you are in the process…”
25. adc_enquiries@homeoffice.gsi.gov.uk BaRCUrgentReturns@UKBA.gsi.gov.uk CPCTEnquiries@homeoffice.gsi.gov.uk generalimmigrationenquiries@homeoffice.gsi.gov.uk homeofficecurtailments@homeoffice.gsi.gov.uk Info.access@homeoffice.gsi.gov.uk LSECSU@homeoffice.gsi.gov.uk MQTEnquiries@homeoffice.gsi.gov.uk (ILR) RodRequestsECT@homeoffice.gsi.gov.uk Tier2&5MigrantRep@ukba.gsi.gov.uk tier2and5curtailments@homeoffice.gsi.gov.uk
26. it’s about what sits behind
27. Regular communication builds trust
28. Trust builds confidence, it’s reassuring and our users seek reassurance that we have things in hand
29. We’re building an IHS portal…
31. lots of research and testing
32. lots of research and testing design in coded prototypes
33. lots of research and testing design in coded prototypes targeted Assisted Digital research
34. pay towards the National Health Service (NHS)
35. service name was driven by user research
36. that’s culture change
37. a step back…
38. Exemplar number 21 Visas
43. remote testing is a great way to supplement wider research if your users are far away
44. we spoke to 99 people in 8 days
45. we spoke to 99 people in 8 days lab recordings, notes by hand, a photo diary
46. we spoke to 99 people in 8 days lab recordings, notes by hand, a photo diary semi-structured interviews
47. this is what we found….
49. “It’s not just filing, it’s not like it’s just archived and not used. People often need to find cases and look all the way through them”
52. Passport Photo Bank deposit certificate Bank statement Family book (Hukou) Property certificate Marriage certificate Retirement certificate Chinese ID Employers Letter Letter of invitation Business registration certificate / licence Car insurance Certificate of relationship with my parents Family in UK utilities bills, P60. council tax etc Credit card statement
53. 300,000 - 500,000 applications
56. “sifting out… the 4 or 5 documents we always look at, 99% of the time”
57. Why do they send so many documents?
58. “Choosing CAISSA means a better chance of a visa”
60. We went to speak to users
64. Applying for a visa in China IS “preparing the documents”
65. Fill the vacuum = service design
66. it’s not just about digital any more…
67. we’re hiring! UserResearchDesign@homeoffice.gsi.gov.uk @katyarnie