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@benholliday #sdingov Service Design in Government 2016 Adventures in 
 Service Design and everything else

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@benholliday #sdingov Hello!

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@benholliday #sdingov 2001 - Graphic Design 2003 - Digital Design 2008 - User Experience 2013 - User Research 2014 - Interaction Design 2016 - Service Design

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@benholliday #sdingov

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@benholliday #sdingov @kevincunnington

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@benholliday #sdingov Starting with business transformation

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@benholliday #sdingov User experience is 
 everyone’s job

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@benholliday #sdingov 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 #sdingov DWP DIGITAL ACADEMY

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@benholliday #sdingov

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@benholliday #sdingov

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@benholliday #sdingov Being bold means bringing your whole self to the situation and engaging fully with it Janet Hughes (GDS)

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@benholliday #sdingov Thinking and doing 
 things differently

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@benholliday #sdingov We need space for irrational thought and that space is creativity

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@benholliday #sdingov The biggest problem 
 in government is boxes

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@benholliday #sdingov

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@benholliday #sdingov Big boxes: 
 departments, policy, strategy, operations, technology

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@benholliday #sdingov Small boxes: management tiers, organisational structures, fixed processes

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@benholliday #sdingov Check your State Pension Find pension contact details Get your State Pension

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@benholliday #sdingov 1. Services organised around paying or 
 enabling people to get their pension 2. Policy is about people being better 
 prepared for retirement 3. Most people need to think about pensions 
 at 35 not aged 55 or 65 Retirement Provision

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@benholliday #sdingov

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@benholliday #sdingov What does government need to do earlier to help people get on with their lives later?

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@benholliday #sdingov

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@benholliday #sdingov Design Technology Operations

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@benholliday #sdingov

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@benholliday #sdingov

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

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

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@benholliday #sdingov

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@benholliday #sdingov

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@benholliday #sdingov The problem is the view from 30 thousand feet

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@benholliday #sdingov

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@benholliday #sdingov Has anyone thought about what it’s really like to have to use this service?

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@benholliday #sdingov

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@benholliday #sdingov

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@benholliday #sdingov Design services for the user experience

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@benholliday #sdingov 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

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@benholliday #sdingov

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@benholliday #sdingov The energy we spend talking about something is the same energy we need to do something

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@benholliday #sdingov

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@benholliday #sdingov The biggest challenge 
 for service design in government is not having all the answers before 
 we start

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@benholliday #sdingov …don’t forget how fast things change, how quickly people change what they do as they conform and shape themselves from all that’s around them Tony Benn

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@benholliday #sdingov 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 #sdingov Start with the problem

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@benholliday #sdingov Iterate fast to see 
 what works

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@benholliday #sdingov

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@benholliday #sdingov

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@benholliday #sdingov Successful products 
 and services come from countless small acts 
 of failure

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@benholliday #sdingov Everything else-ness

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@benholliday #sdingov flickr.com/photos/Steven Pisano

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@benholliday #sdingov Can design add value or help us communicate more clearly, concisely, or be more consistent? benholliday.com/broken-windows

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@benholliday #sdingov Services not projects, products or features

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@benholliday #sdingov GOV.UK HEALTH & DISABILITY Employment Support Allowance (ESA) Personal Independence Payment (PIP) Access to Work Budgeting Loans Industrial Injuries Disablement Benefit Carer’s Allowance

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@benholliday #sdingov

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@benholliday #sdingov User need: as someone with a health condition or disability I need support to live independently

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@benholliday #sdingov GOV.UK Employment Support Allowance (ESA) Personal Independence Payment (PIP) Access to Work Industrial Injuries Disablement Benefit Carer’s Allowance Work, health & disability: “…tell us about your situation” start here

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@benholliday #sdingov Programme change and new initiatives are inevitable. Service patterns should function independently

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@benholliday #sdingov gds.blog.gov.uk/government-as-a-platform-for-the-rest-of-us

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@benholliday #sdingov Transformation starts 
 with small actions

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@benholliday #sdingov Everything is built on small moments. How we work to deliver better services and the experiences we’re designing for

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@benholliday #sdingov

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@benholliday #sdingov

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@benholliday #sdingov flickr.com/photos/mikebogdan

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@benholliday #sdingov Transformation of government services shouldn’t leave anyone behind

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@benholliday #sdingov

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@benholliday #sdingov 1. Transformation starts small 2. It takes a shift in culture 3. It looks for ‘service’ patterns 4. It builds momentum through doing 5. It starts and ends with people Adventures in Service Design

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@benholliday #sdingov Are you prepared to get to know someone well enough to see how government really works for them?

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@benholliday #sdingov [keep going]

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@benholliday #sdingov [email protected] benholliday.com @benholliday dwpdigital.blog.gov.uk @digitaldwp