things you can do to help your organisation make better services for users

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Leisa Reichelt Head of User Research, Government Digital Service GDS

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Four things you can do to start shifting the culture of your organisation so that it is more able to make better services for your users, based on experience at the Government Digital Service.

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Page 1: Things you can do to help your organisation make better services for users

Leisa ReicheltHead of User Research, Government Digital Service

GDS

Page 2: Things you can do to help your organisation make better services for users

hola.

GDS@leisa

Page 3: Things you can do to help your organisation make better services for users

GDS@leisa

Government Digital Service‘revolution not evolution’October 2010

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GOV.UK

GDS@leisa

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Transformation

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Transformation

GDS

25 of the most important transactions in government

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Identity

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Our aim is to make services so good, people prefer to use them

GDS@leisa

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GDS

Change the product-making DNA of the organisation

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GDS

1. Show don’t tell

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GDS

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GDS@leisa

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GDS

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

@leisa

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

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GDS

Note: Wireframes don’t count.

@leisa

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GDS

2. Ask for less

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Human nature prefers to delay big, brave decisions rather than make them.

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Ask for things that are harder to say no to.

Simplify.

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Ask for an alpha.

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Ask for small (but important) behaviour changes.

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‘do user research in every sprint’

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

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

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

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this is what real people do.

Page 27: Things you can do to help your organisation make better services for users
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GDS@leisa

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GDS@leisa

BURN YOUR

SELECTTAGS

- Alice Bartlett

Page 30: Things you can do to help your organisation make better services for users

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

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

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GDS

3. Change the language of the organisation

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

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GDSLiam Maxwell, Chief Technology Officer HM Government

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https://www.gov.uk/designprinciples

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GDS@leisahttps://www.gov.uk/service-manual/digital-by-default

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Page 38: Things you can do to help your organisation make better services for users

GDSLeisa

Page 39: Things you can do to help your organisation make better services for users

UX UCD

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LeisaUser Research

BenDesign

User Centred Design

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you can’t interface away bad policy

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User experience is the responsibility of the entire team

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Page 44: Things you can do to help your organisation make better services for users

The words you use tell you what you care about.

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GDS

4. Make your job mostly about communications.

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If no one knows what you are planning and doing, it’s like it is not happening

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what would happen if you just improved communications to the most dysfunctional parts of your organisation?

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userresearch.blog.gov.uk

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userresearch.blog.gov.uk

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

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Reportage (Empathy)

Product improvement(stories)

Shiny Things (durable assets)

User Research Internal Comms Strategy

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empathy

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empathy

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https://userresearchmethods.hackpad.com

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https://userresearchmethods.hackpad.com

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https://userresearchmethods.hackpad.com

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Make a plan to communicate better with each other.

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GDS

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

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The strategy is delivery.

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thank you.

userresearch.blog.gov.uk @leisa

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No deje de completar su evaluación online

isa.ixda.org/encuesta¡Muchas gracias!

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