Australian GovernmentDigital Transformation Office

Leisa Reichelt @leisa

hello.

DTO@leisa

Over any four week period, more than 1 in 8 Australians aged 14 and over will look up government information and services online.

55% of them face a problem while using online government services.

We must do better.

GDS

Show don’t tell

GDS@leisa

GDS@leisa

GDS@leisa

GDS

Making the thing makes the impossible seem possible.Making the thing makes scary things feel exciting and achievable.

@leisa

Talking about design* is like dancing about architecture

*before you do it

You can now build working software in less time than it takes to have the meeting to describe it - Simon Willison

GDS

2. Ask for action*

*very specific

Ask for things that are harder to say no to.

Simplify. Be precise.

GDShttp://www.disambiguity.com/death-to-it-depends/

‘do user research in every sprint’

5 people in a lab for one on one interview + usability

‘get your exposure hours: 2hrs / 6wks’

http://www.uie.com/articles/user_exposure_hours/

‘have a researcher embedded in the team at least 3 days a week’

(this is not just about user research. what behaviours do YOU want to change?)

GDS

3. Use words to change culture

Language is the medium through which culture is enacted – Gill Ereaut

https://www.gov.uk/designprinciples

UX UCD

LeisaUser Research

BenDesign

User Centred Design

you can’t interface away bad policy

User experience is the responsibility of the entire team

The words you use tell you what you care about.

GDS

4. Make your job mostly about communications.

‘told you so’ is an anti-pattern

userresearch.blog.gov.uk

‘We’ve discovered that our user researchers are actually researching about 30% of their time.’

empathy

https://userresearchmethods.hackpad.com

https://userresearchmethods.hackpad.com

if you’re not going to do the communication well, don’t even bother doing the research

Make a plan to communicate better with each other.

GDS

Show don’t tell Ask for less, simplify. Change the language Plan to do more comms

design for government

thank you.

dto.gov.au @leisa