changing public services with user centred design

Digital, Data and Technology

Changing public services with user centred designKaty ArnoldHead of User Research and DesignHome Office@katyarnie


Ciao.

Io lavoro nel governo nel 21 ° secolo

Digital, Data and TechnologyRivoluzione, non evoluzione


Come si fa a rendere grandi organizzazioni

più user centric?


1. Team

2. Governo

3. Cittadini

Lasciare il segno


1. Team


Hire really good people, Create an environment they want to be part of


Specialisms of practice

Interaction, service, and content design


Digital inclusionethnographic study, and service design


Do things differently


“Ask for forgiveness, not permission” Grace Hopper


Give people purpose, autonomy and mastery

Marcus Buckingham & Curt Coffman


Be very clear about ‘what good looks like’


Promote the team at every opportunity


2. Governo


Work in the open


Sticky notes on walls are an indicator of change


Talk in their language


User Research Governance Framework


User research and design saves money, reduces risk, and it helps people to comply


Find your strongest message

Digital, Data and Technologyhttps://github.com/UKHomeOffice/posters/


Include people with access needs in ALL research and testing


3. Cittadini


Keep things simple.


Don’t work alone


user researcher per team1


users every sprint5


A community making evidence-based design patternshttps://designpatterns.hackpad.com


E-Visa Waiver


Scan and upload your passport

Caseworkers can validate names


70% less errors80% fewer people stopped at the airport90% satisfaction

Less time for staff to process


Renew my passport


"Ma questo è quello che sembro"


Lascia il segno per milioni di persone


Grazie!

Katy ArnoldHead of User Research and DesignHome Office@katyarnie

Government & Nonprofit