Digital Public Services 2015

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@benholliday Digital Public Services Delivering User Experience for government services

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@benholliday

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@benholliday @kevincunnington

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@benholliday

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@benholliday User experience is   everyone’s job

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@benholliday To deliver a great user experience… we need to get the design right we need to get the strategy right we need to get the organisation right

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@benholliday DWP DIGITAL ACADEMY

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@benholliday How we talk about service design is important

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@benholliday designnotes.blog.gov.uk/good-services-are-verbs

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@benholliday To a user, a service is simple. It’s something that helps them to do something Louise Downe (GDS)

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@benholliday …a lot of what we seem to be doing is getting design out of the way Jonny Ive (Apple)

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@benholliday If you solve a real problem, people will choose to use your service

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@benholliday 1. Why are we doing this work? 2. Who are our users? 3. What outcome will users get from this service? 4. What outcome are we looking for? 5. What are our key metrics? benholliday.com/frame-the-problem

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@benholliday Policy and digital should not be separate things

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@benholliday A policy is not words in   a Whitehall paper. It’s the real- world experience people have of resulting services, and what they then do Tom Loosemore (ex-GDS)

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@benholliday Start with user needs Start with people

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@benholliday Successful products come from countless small acts of failure

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@benholliday 1. Get the organisation right. 2. Think about services as verbs –   what they do for people. 3. Don’t treat digital and policy as separate things. 4. Learn to iterate, then iterate again. Delivering User Experience for government services

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@benholliday ben.holliday@dwp.gsi.gov.uk benholliday.com @benholliday dwpdigital.blog.gov.uk @digitaldwp