changing public services with user centred design
Post on 21-Apr-2017
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Digital, Data and Technology
Changing public services with user centred designKaty ArnoldHead of User Research and DesignHome Office@katyarnie
Digital, Data and Technology
Ciao.
Io lavoro nel governo nel 21 ° secolo
Digital, Data and Technology
Digital, Data and TechnologyRivoluzione, non evoluzione
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Digital, Data and Technology
Digital, Data and Technology
Come si fa a rendere grandi organizzazioni
più user centric?
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1. Team
2. Governo
3. Cittadini
Lasciare il segno
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1. Team
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Hire really good people, Create an environment they want to be part of
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Specialisms of practice
Interaction, service, and content design
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Digital inclusionethnographic study, and service design
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Do things differently
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“Ask for forgiveness, not permission” Grace Hopper
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Give people purpose, autonomy and mastery
Marcus Buckingham & Curt Coffman
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Be very clear about ‘what good looks like’
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Promote the team at every opportunity
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2. Governo
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Work in the open
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Digital, Data and Technology
Sticky notes on walls are an indicator of change
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Talk in their language
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User Research Governance Framework
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User research and design saves money, reduces risk, and it helps people to comply
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Find your strongest message
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Digital, Data and Technology
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Digital, Data and Technologyhttps://github.com/UKHomeOffice/posters/
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Include people with access needs in ALL research and testing
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3. Cittadini
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Keep things simple.
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Don’t work alone
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user researcher per team1
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users every sprint5
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Digital, Data and Technology
A community making evidence-based design patternshttps://designpatterns.hackpad.com
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E-Visa Waiver
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Digital, Data and Technology
Scan and upload your passport
Caseworkers can validate names
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Digital, Data and Technology
70% less errors80% fewer people stopped at the airport90% satisfaction
Less time for staff to process
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Renew my passport
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Digital, Data and Technology
Digital, Data and Technology
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"Ma questo è quello che sembro"
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Digital, Data and Technology
Lascia il segno per milioni di persone
Digital, Data and Technology
Grazie!
Katy ArnoldHead of User Research and DesignHome Office@katyarnie
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