How we do design in the government / University of Bristol

Transcript

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

   @Martin_Jordan

2. We’re from the Government Digital Service

3. Before we start GDS @KateIW @Martin_Jordan

4. Innovation: “A viable offering new to a specific context and

   time, creating a user and provider value” —Vijay Kumar, IIT Institute of Design GDS @KateIW @Martin_Jordan

5. How we do design in the government

6. Who we are What we do How we do it

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9. What we do

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18. GDS But government doesn’t make it easy for users to

    understand services @KateIW @Martin_Jordan

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

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

25. Buy a car GDS @KateIW @Martin_Jordan

26. Employ someone GDS @KateIW @Martin_Jordan

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

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

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29. This is how we do it

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34. GDS Service designers @KateIW @Martin_Jordan

35. GDS Interaction designers @KateIW @Martin_Jordan

36. GDS Graphic designers @KateIW @Martin_Jordan

37. GDS Content designers @KateIW @Martin_Jordan

38. User researchers GDS @KateIW @Martin_Jordan

39. User research helps us put users first

40. GDS Empathy @KateIW @Martin_Jordan

41. Perspective @KateIW @Martin_Jordan

42. GDS Messy lives @KateIW @Martin_Jordan

43. GDS Technology is not the centre @KateIW @Martin_Jordan

44. GDS Context @KateIW @Martin_Jordan

45. GDS Journeys @KateIW @Martin_Jordan GDS @KateIW @Martin_Jordan

46. User journey mapping

47. GDS @KateIW @Martin_Jordan User journeys give context: •They contextualise everything

    from the user’s perspective •They are a way of seeing how everything strings together to create the user’s experience GDS @KateIW @Martin_Jordan

48. GDS @KateIW @Martin_Jordan User journeys give context: •The journey is

    bigger than the service •The service contains content and transactions GDS @KateIW @Martin_Jordan

49. GDS @KateIW @Martin_Jordan There are lots of different takes on

    user journeys GDS @KateIW @Martin_Jordan

50. GDS @KateIW @Martin_Jordan A diagram that maps out a user’s

    journey through a service over time Time GDS @KateIW @Martin_Jordan

51. GDS @KateIW @Martin_Jordan The horizontal axis (end-to-end) has phases, activities,

    steps from the user’s perspective. GDS @KateIW @Martin_Jordan

52. GDS @KateIW @Martin_Jordan The vertical axis (front-to-back) has whatever layers

    you need to include to understand how the service works. GDS @KateIW @Martin_Jordan

53. GDS @KateIW @Martin_Jordan There are 2 types of user journeys:

    1.As-is / existing 2.To-be / future GDS @KateIW @Martin_Jordan

54. GDS @KateIW @Martin_Jordan As-is journey mapping helps you understand how

    things are now: ◦ hypothetical journey map, pre-research ◦ research-based journey map GDS @KateIW @Martin_Jordan

55. GDS @KateIW @Martin_Jordan Future journey mapping helps you to design

    the future: ◦ working document up on a white board ◦ communication tool GDS @KateIW @Martin_Jordan

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65. Many parallels to your course task GDS @KateIW @Martin_Jordan

66. Take-aways and recommendations GDS @KateIW @Martin_Jordan

67. Discovery phase: •Identify the user & who else is involved

    •Uncover their motivations, needs & context •Map their entire journey •Reflect on what’s in it for them (think policy intent vs. user needs) •Find sweet spots for changing behaviour GDS @KateIW @Martin_Jordan

68. Questions

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