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Build me a portal - Service Design in Government 2015

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

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Katy Arnold

March 20, 2015
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Transcript

  1. Build me a… portal Katy Arnold @katyarnie

  2. I work at the Home Office

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  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
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  8. Home Office Digital: a great team coming together

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  11. Build me a Portal

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  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

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  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…”
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  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…

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  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

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  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….

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  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”
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  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

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  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”

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  60. We went to speak to users

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  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