Designing for a better citizen experience / UX Camp Europe 2016
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Transcript of Designing for a better citizen experience / UX Camp Europe 2016
The Government Digital Serviceis part of the Cabinet Office. Our job is digital transformationof government.
GDS@Martin_Jordan
The best startup in Europe we can’t invest in”
– Saul Klein, Partner at Index Ventures about GDS in The Guardian
GDS@Martin_Jordan
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We’re a centre of excellence in digital, technology and data, collaborating with departments to help them with their own transformation.
GDS@Martin_Jordan
We always start with user needs.We are agile. We work to a set of Design Principles that guide us in everything we do.
GDS@Martin_Jordan
There has been a reinvention of the Internet and the behaviour of users in the last few years. Digital services are now more agile, open and cheaper. To take advantage of these changes, government needs to move to a ‘service culture’, putting the needs of citizens ahead of those of departments. ”
GDS@Martin_Jordan
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Hence, we have a different take on service design than the private sector might have
GDS@Martin_Jordan
No arguing with people who sell concepts,but people who are building the thing
And listening to those using it
GDS@Martin_Jordan
The challenge is to meet the demand in government, not to sell it in”
– Francis Maude, Minister for the Cabinet Office
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Designers at GDS:Graphic designers Interaction designers Content designers Service designers
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Service designer:What is the thing people might needin order to achieve their goal?
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Design for good user experience is a team effort – with many influencing factors out of reach
GDS@Martin_Jordan
GDS@Martin_Jordan
More on the different types of design in Government: http://designnotes.blog.gov.uk/2016/04/22/the-different-types-of-design-in-government
Eg Register to vote Book prison visit View driving licence Find an apprenticeship…
GDS@Martin_Jordan
We have to serve and design for 100% of the people – so we have to make sure accessibility is baked in
GDS@Martin_Jordan
GDS
The vision of e-government is to enable information and communication processes, and transactions between politics, administration, citizens and businesses at any place, any time and through any medium – and to be fast, simple, safe and cheap.” – Digitale Agenda 2020, German government
@Martin_Jordan
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Map the ideal flow for one of the following transactional services:• Check penalty points as a driver• Renew passport• Get fishing licence • Check child benefits
GDS@Martin_Jordan
GDS@Martin_Jordan
Before
Ideal citizen journey
During› › After
Check penalty points as a driver
Renew passport
Get fishing licence
Check child benefitsX
1. Put users first – at all times, all together 2. Be as open as possible, it makes things better 3. Do the hard work to make it simple
GDS@Martin_Jordan