User needs not government needs

A talk I gave at UX Munich about how GDS is changing the way government delivers public services by focusing on user needs first

Transcript

1. GDS @ohrworm hello.
2. GDS @ohrworm USER NEEDS NOT GOVERNMENT NEEDS
3. GDS @ohrworm Government Digital Service
4. GDS @ohrworm It’s a team at the heart of government building digital public services
5. GDS @ohrworm We started by building GOV.UK
6. GDS @ohrworm The best place to find government services and information
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10. GDS @ohrworm 9 million visitors every week Home to over 300 departments and organisations Saving more £62 million a year
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12. GDS @ohrworm 25 of government’s biggest services redesigned to meet user needs
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17. GDS @ohrworm And we’re building a common way to sign in to services too
18. GDS @ohrworm How are we doing this?
19. GDS @ohrworm By working in open, agile, multi-disciplinary teams who are…
20. GDS @ohrworm Relentlessly focused on user needs
21. GDS @ohrworm Government Digital Service ‘revolution not evolution’ October 2010
22. GDS @ohrworm This is Jane. She’s a mum with three kids. Her daughter Elsa has downs syndrome. Image redacted
23. GDS @ohrworm Video redacted
24. GDS @ohrworm User needs, not government needs https://www.gov.uk/design-principles#first
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27. GDS @ohrworm Design with data https://www.gov.uk/design-principles#third
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31. GDS @ohrworm Focusing on user needs has really helped us to change how the whole organisation thinks about digital content, about communications. “ Rachel Purkett, Monitor
32. GDS @ohrworm Make things open, it makes them better https://www.gov.uk/design-principles#tenth
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35. GDS @ohrworm Video redacted
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38. GDS @ohrworm Build digital services, not websites https://www.gov.uk/design-principles#eighth
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40. GDS @ohrworm On the subject of why we’re asking for it, the simple answer is because legislation says we have to…… In any case the reason for it doesn’t matter, the law requires that the question is asked. “
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42. GDS @ohrworm Video redacted
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44. GDS @ohrworm User needs, not government needs
45. GDS @ohrworm You can’t interface away bad policy. “ @leisa
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47. GDS @ohrworm User experience is the responsibility of the entire team
48. GDS @ohrworm User research is a team sport
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50. GDS @ohrworm Do user research every sprint
51. GDS @ohrworm Get your exposure hours: 2 hours / 6 weeks
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53. GDS @ohrworm Culture is what culture does “ @pahlkadot
54. GDS @ohrworm In Reading DEFRA are applying agile transformation to the CAP
55. GDS @ohrworm In Swansea DVLA are creating new motoring services
56. GDS @ohrworm In Newcastle and London HMRC are using exemplars to transform their architecture
57. GDS @ohrworm We don’t just see our users here…
58. GDS @ohrworm …we see them here. Image redacted
59. GDS @ohrworm Making services so good people prefer to use them
60. GDS @ohrworm thank you. userresearch.blog.gov.uk @ohrworm