How designers help make government better for everyone / Refresh conference

9d6c9ebfd653b263a0ed9b5041fd6bf8?s=47 Martin Jordan
September 09, 2016

How designers help make government better for everyone / Refresh conference

In this talk, we spoke about how the UK's Government Digital Service is helping to redesign government around user needs, and how we brought agile working and multidisciplinary teams to government. And bunting. And stickers.

A recording of the talk can be found on YouTube:
https://youtu.be/p-ruwEaJtFY?list=PLzClMJDCN301MbMXlN8yu0BbzSGGZ4VAS

Kate Ivey-Williams is a service designer at Government Digital Service in the UK. She is figuring out how to build services out of all the bits of stuff that get made and published by government. She's interested in how to make services work for users by looking at them from end-to-end and front-to-back. Caveat: she isn’t very digital, but nor are most users of government services. Before joining the civil service she worked for Engine Service Design, developing services for industries including air travel, automotive, media and mobile.

Martin Jordan helps to build services that people value. He is currently working on digital transformation of the UK Government at the Cabinet Office’s Government Digital Service. Prior to this, he designed location-based services at Nokia. He is also doing an MBA at Laurea University in Espoo, Finland where he is researching public service innovation.

9d6c9ebfd653b263a0ed9b5041fd6bf8?s=128

Martin Jordan

September 09, 2016
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Transcript

  1. Kate Ivey-Williams, Martin Jordan Service Designers
 Government Digital Service
 @KateIW,

    @Martin_Jordan
  2. Hello

  3. How designers help make government better for everyone

  4. We’re from the UK’s Government Digital Service

  5. What we’re for What we do How we do it

  6. What we’re for

  7. GDS @KateIW @Martin_Jordan

  8. GDS @KateIW @Martin_Jordan

  9. GDS @KateIW @Martin_Jordan

  10. GDS @KateIW @Martin_Jordan

  11. What we do

  12. GDS @KateIW @Martin_Jordan

  13. GDS @KateIW @Martin_Jordan

  14. GDS @KateIW @Martin_Jordan

  15. GDS @KateIW @Martin_Jordan

  16. GDS @KateIW @Martin_Jordan

  17. GDS @KateIW @Martin_Jordan

  18. GDS @KateIW @Martin_Jordan

  19. GDS First a bit of history… @KateIW @Martin_Jordan

  20. GDS @KateIW @Martin_Jordan

  21. GDS @KateIW @Martin_Jordan

  22. GDS @KateIW @Martin_Jordan

  23. It took a lot of hard work to get here…

  24. GDS The internet was part of the fabric of the

    nation But not part of the fabric of government @KateIW @Martin_Jordan
  25. GDS @KateIW @Martin_Jordan

  26. GDS @KateIW @Martin_Jordan

  27. GDS @KateIW @Martin_Jordan

  28. GDS @KateIW @Martin_Jordan

  29. GDS It all starts with GOV.UK @KateIW @Martin_Jordan

  30. GDS @KateIW @Martin_Jordan

  31. GDS @KateIW @Martin_Jordan

  32. GDS @KateIW @Martin_Jordan

  33. Fixing government technology

  34. GDS GDS @KateIW @Martin_Jordan

  35. No more big IT

  36. The Transformation Programme

  37. GDS @KateIW @Martin_Jordan

  38. GDS @KateIW @Martin_Jordan

  39. GDS @KateIW @Martin_Jordan

  40. GDS Making it better Saving money @KateIW @Martin_Jordan

  41. GDS @KateIW @Martin_Jordan

  42. GDS @KateIW @Martin_Jordan

  43. GDS @KateIW @Martin_Jordan

  44. GDS @KateIW @Martin_Jordan

  45. GDS Fixing the same problems again and again And again

    @KateIW @Martin_Jordan
  46. GDS @KateIW @Martin_Jordan

  47. GDS @KateIW @Martin_Jordan

  48. GDS @KateIW @Martin_Jordan

  49. GDS A service is something that helps someone to do

    something @KateIW @Martin_Jordan
  50. GDS This is how government sees services @KateIW @Martin_Jordan

  51. GDS @KateIW @Martin_Jordan

  52. GDS @KateIW @Martin_Jordan

  53. GDS @KateIW @Martin_Jordan

  54. GDS @KateIW @Martin_Jordan

  55. GDS This is how users see services @KateIW @Martin_Jordan

  56. Sell a car Start a business GDS @KateIW @Martin_Jordan

  57. Buy a car GDS @KateIW @Martin_Jordan

  58. Employ someone GDS @KateIW @Martin_Jordan

  59. Service patterns It took me two years to work out

    what i needed to Look after children GDS @KateIW @Martin_Jordan
  60. GDS @KateIW @Martin_Jordan

  61. This is how we do it

  62. GDS @KateIW @Martin_Jordan

  63. GDS We build things All our designers can code User

    research is a separate exercise All our designers are expected to spot problems @KateIW @Martin_Jordan
  64. GDS We build things All our designers can code User

    research is a separate exercise All our designers are expected to spot problems @KateIW @Martin_Jordan
  65. GDS We build things All our designers can code User

    research is a separate exercise All our designers are expected to spot problems @KateIW @Martin_Jordan
  66. GDS We build things All our designers can code User

    research is a separate exercise All our designers are expected to spot problems and try to fix them @KateIW @Martin_Jordan
  67. GDS @KateIW @Martin_Jordan

  68. GDS Service designers @KateIW @Martin_Jordan

  69. GDS Interaction designers @KateIW @Martin_Jordan

  70. GDS Graphic designers @KateIW @Martin_Jordan

  71. GDS Content designers @KateIW @Martin_Jordan

  72. GDS User experience is everyone’s responsibility @KateIW @Martin_Jordan

  73. GDS @KateIW @Martin_Jordan

  74. GDS @KateIW @Martin_Jordan

  75. GDS @KateIW @Martin_Jordan

  76. GDS @KateIW @Martin_Jordan

  77. GDS 1. Start with needs @KateIW @Martin_Jordan

  78. GDS 2. Do less @KateIW @Martin_Jordan

  79. GDS 3. Design with data @KateIW @Martin_Jordan

  80. GDS 4. Do the hard work to make it simple

    @KateIW @Martin_Jordan
  81. GDS 5. Iterate. Then iterate again. @KateIW @Martin_Jordan

  82. GDS 6. This is for everyone @KateIW @Martin_Jordan

  83. GDS 7. Understand context @KateIW @Martin_Jordan

  84. GDS 8. Build digital services, not websites @KateIW @Martin_Jordan

  85. GDS 9. Be consistent, not uniform @KateIW @Martin_Jordan

  86. GDS 10. Make things open: it makes things better @KateIW

    @Martin_Jordan
  87. Our culture

  88. GDS @KateIW @Martin_Jordan

  89. GDS @KateIW @Martin_Jordan

  90. GDS @KateIW @Martin_Jordan

  91. GDS @KateIW @Martin_Jordan

  92. GDS @KateIW @Martin_Jordan

  93. GDS @KateIW @Martin_Jordan

  94. GDS @KateIW @Martin_Jordan

  95. Thanks! Kate Ivey-Williams, Martin Jordan Government Digital Service
 @KateIW, @Martin_Jordan

  96. Questions