Creating a list of services
...for example ‘Employ someone – check if someone is allowed to work’. Who was involved in making this list We reviewed service content on GOV.UK, looked at research with users...
Kate Tarling
HODDaT digital and design leader
Where do service designers fit within an organisation?
...to standardise and scale good approaches to services across the department, while growing the specialist domain knowledge we need to have real impact in policy, strategy, operation and delivery teams....
What we mean by service outcomes and measurement
...speed up decision making.’ These are different to the desired outcomes for a service or stage. Outcomes for a stage in a service Examples of good outcomes are ‘People know...
Types and stages of services
...wider context around the part they’re working on, as well as forming a benchmark for when we change things. That would leave individual teams free to focus their user research...
Building internal systems v providing services
As we go about redesigning public services to be clearer, simpler and faster, we sometimes hear things like, ‘civil servants are users too.’ And of course they are.
Creating a common language to describe services
...to understand services and create a list of terms (our taxonomy) so we can communicate more simply and clearly across the Home Office. Some of the terms we all use,...
What do service designers do?
...‘redesigning all the websites and letters, talking to everyone involved, reviewing casework processes, system maintenance and code, while understanding the wider context of someone’s real user journey – everything that...
What does transformation really mean?
...now that vision is suddenly out of date, so someone sets out a new vision. And so the cycle continues. This thinking reveals the belief that there can be a...
Service design at the Home Office
...new job. Our services are things they have to do to get what they want. The ideal service would be one where the user doesn’t have to do anything at...
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