Camp Digital 2016: Transformaing welfare through design

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A selection of the slides I presented at Camp Digital 2016 in Manchester. Using a government digital service to highlight some of key learnings in thinking about service design and digital transformation.

Design

@DigitalDWP@chrissy0118
Service design phases
https://www.gov.uk/service-manual/phases

@DigitalDWP@chrissy0118
Universal Credit

@DigitalDWP@chrissy0118
8 million users across the UK

@DigitalDWP@chrissy0118
● Make a claim
● Receive monthly payments
● Report changes
● Look for work/ increase earnings

@DigitalDWP@chrissy0118
1. Start with people’s situation
2. Include service deliverers
3. Deliver policy intent
4. Small actions matter

@DigitalDWP@chrissy0118
Start with people’s situation
and what they need to do

@DigitalDWP@chrissy0118
https://www.gov.uk/design-principles

@DigitalDWP@chrissy0118
https://www.gov.uk/design-principles
User needs, not government needs

@DigitalDWP@chrissy0118
People come to government
services with their own
stories

@DigitalDWP@chrissy0118
We’re not Amazon, people
can’t shop around for
government services

@DigitalDWP@chrissy0118
Duty to design for all users

@DigitalDWP@chrissy0118
A fully designed service is
about the service users and
service deliverers

@DigitalDWP@chrissy0118
Operational staff is our
critical friend

@DigitalDWP@chrissy0118
Getting operational staff
involved in research and
design

@DigitalDWP@chrissy0118
● Co-location
● Research participant
● Identified learning and training
needs for us
● Getting direct feedback from the
ground

@DigitalDWP@chrissy0118
Deliver policy intent

@DigitalDWP@chrissy0118
“A policy is not words in a
Whitehall paper. It’s the real
world experience people have
of resulting services, and what
they then do.”
Tom Loosemore (ex-GDS)

@DigitalDWP@chrissy0118
Our policy intent

@DigitalDWP@chrissy0118
How do we help people to find
work (or earn more), so that they
can be financially independent?

@DigitalDWP@chrissy0118
https://dwpdigital.blog.gov.uk/2016/02/19/learning-through-
prototyping-tools-for-universal-credit-claimants/

@DigitalDWP@chrissy0118
Postcode:
LS16 5NE

@DigitalDWP@chrissy0118
Our aim is to design an experience
which focuses on what you can do
for work, not what you can’t.

@DigitalDWP@chrissy0118
Small actions matter

@DigitalDWP@chrissy0118
Transformation starts with
creating small moments

@DigitalDWP@chrissy0118
“We’re not designing the
future; we’re making things
that belong to the future we
would like to live in.”
Brian Eno

@DigitalDWP@chrissy0118
Thank you.
Christina Li
christina.li@dwp.gsi.gov.uk
@chrissy0118
DWP Digital
https://dwpdigital.blog.gov.uk/

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Camp Digital 2016: Transformaing welfare through design

1. @DigitalDWP@chrissy0118 Christina Li Senior User Experience Designer @chrissy0118 #CampDigital @DigitalDWP Transforming welfare through design

2. @DigitalDWP@chrissy0118 4 digital hubs 40+ designers 20 services

3. @DigitalDWP@chrissy0118 Service design phases https://www.gov.uk/service-manual/phases

4. @DigitalDWP@chrissy0118 Universal Credit

5. @DigitalDWP@chrissy0118 8 million users across the UK

6. @DigitalDWP@chrissy0118 ● Make a claim ● Receive monthly payments ● Report changes ● Look for work/ increase earnings

7. @DigitalDWP@chrissy0118 1. Start with people’s situation 2. Include service deliverers 3. Deliver policy intent 4. Small actions matter

8. @DigitalDWP@chrissy0118 Start with people’s situation and what they need to do

9. @DigitalDWP@chrissy0118 https://www.gov.uk/design-principles

10. @DigitalDWP@chrissy0118 https://www.gov.uk/design-principles User needs, not government needs

11. @DigitalDWP@chrissy0118 Meet Hayley*

12. @DigitalDWP@chrissy0118 People come to government services with their own stories

13. @DigitalDWP@chrissy0118 We’re not Amazon, people can’t shop around for government services

14. @DigitalDWP@chrissy0118 Duty to design for all users

15. @DigitalDWP@chrissy0118 A fully designed service is about the service users and service deliverers

16. @DigitalDWP@chrissy0118 Operational staff is our critical friend

17. @DigitalDWP@chrissy0118 Getting operational staff involved in research and design

18. @DigitalDWP@chrissy0118 ● Co-location ● Research participant ● Identified learning and training needs for us ● Getting direct feedback from the ground

19. @DigitalDWP@chrissy0118 Deliver policy intent

20. @DigitalDWP@chrissy0118 “A policy is not words in a Whitehall paper. It’s the real world experience people have of resulting services, and what they then do.” Tom Loosemore (ex-GDS)

21. @DigitalDWP@chrissy0118 Our policy intent

22. @DigitalDWP@chrissy0118 How do we help people to find work (or earn more), so that they can be financially independent?

23. @DigitalDWP@chrissy0118 https://dwpdigital.blog.gov.uk/2016/02/19/learning-through- prototyping-tools-for-universal-credit-claimants/

24. @DigitalDWP@chrissy0118

25. @DigitalDWP@chrissy0118

26. @DigitalDWP@chrissy0118 Postcode: LS16 5NE

27. @DigitalDWP@chrissy0118 Our aim is to design an experience which focuses on what you can do for work, not what you can’t.

28. @DigitalDWP@chrissy0118 Small actions matter

29. @DigitalDWP@chrissy0118 Transformation starts with creating small moments

30. @DigitalDWP@chrissy0118 1. Start with people’s situation 2. Include service deliverers 3. Deliver policy intent 4. Small actions matter

31. @DigitalDWP@chrissy0118 “We’re not designing the future; we’re making things that belong to the future we would like to live in.” Brian Eno

32. @DigitalDWP@chrissy0118 Thank you. Christina Li christina.li@dwp.gsi.gov.uk @chrissy0118 DWP Digital https://dwpdigital.blog.gov.uk/

Camp Digital 2016: Transformaing welfare through design

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Camp Digital 2016: Transformaing welfare through design