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.
Service design
The hidden benefits of user centred design
Posted by:
Chris Taylor, Head of User-Centred Design, Posted on:
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Categories:
Design, Service design
...our ideas work. However, I have a theory that there is a hidden benefit of this approach that I don’t often hear people talk about: user centred design makes the...
Discovering the value of access needs research
Posted by:
Aspasia Dellaporta and Chris Lansley, Posted on:
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Categories:
Accessibility, Service design, User research
...the content, design and code of the forms to address the issues John encountered. By making the service more accessible for John, we’ll make it easier for everyone to use....
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,...
The power of pictures in service design
...lots of scribbling, crossing out and sticky-tape. The aim is to end up with a high-fidelity digital process map that can be printed at high resolution and digitally shared. The...
How will this new shiny thing deliver value?
...how they can be grouped together. Record time against tasks You need to break tasks down into columns so that you have plenty of space for multiple processes. Excel works...
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...
How a digital team is helping to resettle Syrian refugees
...make matches to accommodation offers and to services in Local Authorities. We reused code from another service, which gave us a head-start. We built the service in an agile way,...
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...now that vision is suddenly out of date, so someone sets out a new vision.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...
Sharing design patterns to work smarter
Posted by:
Michael Owen and Ben Farber, Posted on:
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Categories:
Continuous improvement, Design, Service design
...all learning and trying new things. How do we share those learnings so that we make better decisions in the future? Here are some things we’re doing to better collaborate...
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