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.

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