In October 2015 the Syrian Refugee Resettlement Service had got off to great start. User researchers had done some excellent discovery work to paint the general picture of the existing Syrian refugee resettlement process in the UK.
As a user researcher working on immigration case working, I was recently asked ‘How will this new shiny thing you’re designing deliver value?’
As we establish new roles in public service, such as 'service designers', it raises some good questions and debate. We already have multidisciplinary teams designing and building services, so where does the service designer fit in, exactly? What do service …
I’m immensely proud to be working as a researcher on a smart but simple-to-use case-working service for staff at the Home Office.
There’s a lot of talk about transformation. People who use services don’t care if something has been ‘transformed’ or not. They just want to do something. So when we talk about ‘transformation’, we’re already speaking from an internally-focused perspective rather …
In a team as big as Home Office Digital, there’s always the danger that we replicate each other's work. Knowing what others are working on or have worked on becomes really important. But what’s the best way to do this …
If I asked you how you make a cup of tea, I'm sure you could tell me pretty quickly.
If you are not careful you can antagonise users before they have even started testing your service.
I was asked this week to explain my design process for a designer who recently joined Home Office Digital. As a designer, I really like patterns. In the design world, a pattern is a set of regular decisions taken to …
We work on some really important services at the Home Office: things like coming to the UK, staying in the UK or getting faster access to other countries as a British passport holder.
