Service Design in Government 2016

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A selection of slides that we presented at Service Design in Government 2016 in London, UK. The talk focused on how user research and design add value and works in a large scale agile digital service in government.

Design

@DigitalDWP
8 million users across the UK
4

@DigitalDWP
● Make a claim
● Receive monthly payments
● Report changes
● Look for work/ increase earnings
5

@DigitalDWP
“To learn as fast as we can,
to fail as fast as we can”
Dr Astro Teller, Director of Google X labs
8

@DigitalDWP
We have to make safe
decisions so we don’t risk
public money
1
0

@DigitalDWP
1. Doing the right discovery with the
right users
2. Balancing needs
3. Challenge appropriately
1
1

@DigitalDWP
The right discovery with
the right users
1
2

@DigitalDWP
● product owners
● business analysts
● developers
● 89,800+ DWP staff
1
3
Showing design and research
value to:

@DigitalDWP
Supporting a minimum viable
product
1
4

@DigitalDWP
Sell the benefits of our
approach to research and
design
1
6

@DigitalDWP
Who are the “right” users?
1
8

@DigitalDWP
People come to government
services with their own
stories
1
9

@DigitalDWP
We’re not Amazon, people
can’t shop around for
government services
2
0

@DigitalDWP
Duty to design for all users
2
1

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

@DigitalDWP
Operational staff is our
critical friend

@DigitalDWP
Getting operational staff
involved in research and
design

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

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

@DigitalDWP2
8
https://www.gov.uk/design-principles

@DigitalDWP2
9
https://www.gov.uk/design-principles
User needs, not government needs

@DigitalDWP
Our job is to uncover the
right user needs
3
0

@DigitalDWP
Government needs:
● Tell people things they must do
● Tell people what happens when they
don’t
3
1

@DigitalDWP
User needs:
● I want the service to support me
● I don’t like to be threatened
3
2

@DigitalDWP
Delivering policy intent
3
3

@DigitalDWP
“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)
3
4

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

@DigitalDWP3
7
https://dwpdigital.blog.gov.uk/2016/02/19/learning-through-
prototyping-tools-for-universal-credit-claimants/

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

@DigitalDWP
Challenging where
appropriate
4
2

@DigitalDWP
1. Doing the right discovery with the
right users
2. Balancing needs
3. Challenge appropriately
4
3

@DigitalDWP
“We’re not designing the
future; we’re making things
that belong to the future we
would like to live in.”
Brian Eno
4
4

@DigitalDWP
Thank you.
Luke Kelly
Christina Li
@chrissy0118

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