user research at gds

GDS@_rossio_

Will Roissetter GOV.UK/performance

Cabinet Office

User Research at GDS

GDS@_rossio_

Design principlesGovernment Digital Service

1 User needs, not government needs 2 Do less 3 Design with data 4 Do the hard work to make it simple 5 Iterate. Then iterate again 6 This is for everyone 7 The unit of delivery is the team 8 Build things people can build on 9 Be consistent not uniform 10 Make things open, it makes them better www.gov.uk/designprinciples

1.

04.2014

USER NEEDS

NOT GOVERNMENT

NEEDS

GDS@_rossio_

Design principlesGovernment Digital Service

1 User needs, not government needs 2 Do less 3 Design with data 4 Do the hard work to make it simple 5 Iterate. Then iterate again 6 This is for everyone 7 The unit of delivery is the team 8 Build things people can build on 9 Be consistent not uniform 10 Make things open, it makes them better www.gov.uk/designprinciples

1.

04.2014

USER NEEDS

NOT GOVERNMENT

NEEDS

GDS@_rossio_

Well understood and clearly stated user needs are the bedrock of service design

Leisa Reichelt

User Research is a team sport

GDS@_rossio_

GDS@_rossio_

GDS@_rossio_

Every team member should observe 2 hours of research every 6 weeks

GDS@_rossio_

At least one session of research should be planned every 2 weeks of design work

Understanding User Needs

GDS@_rossio_

My dad died, he looked after my mum. She cannot care for herself

I need money to care for her.

I need to know if I’m entitled to any money

Eligibility screen

Carer’s Allowance

GDS@_rossio_

My dad died, he looked after my mum. She cannot care for herself

I need money to care for her.

I need to know if I’m entitled to any money

Eligibility screen

Carer’s Allowance

Having an in-depth understanding of

this

GDS@_rossio_

My dad died, he looked after my mum. She cannot care for herself

I need money to care for her.

I need to know if I’m entitled to any money

Eligibility screen

Carer’s Allowance

Having an in-depth understanding of

this

Means we can design these well

GDS@_rossio_

The problem/need/job exists, but people just get on with their lives

User needs in the context of life

User needs in the context of the service

User stories

(discard after use)

GDS@_rossio_

The problem/need/job exists, but people just get on with their lives

User needs in the context of life

User needs in the context of the service

User stories

(discard after use)

GDS@_rossio_

The problem/need/job exists, but people just get on with their lives

User needs in the context of life

User needs in the context of the service

User stories

(discard after use)

GDS@_rossio_

The problem/need/job exists, but people just get on with their lives

User needs in the context of life

User needs in the context of the service

User stories

(discard after use)

Evidence driven design

GDS@_rossio_

How to test.

Paul Sims 2014

GDS@_rossio_

How to test. 1. Agree what it is you’re trying to solve.

Paul Sims 2014

GDS@_rossio_

How to test. 1. Agree what it is you’re trying to solve. 2. Write up your hypothesis for solving

problem. Is it an idea, feature, interaction?

Paul Sims 2014

GDS@_rossio_

How to test. 1. Agree what it is you’re trying to solve. 2. Write up your hypothesis for solving

problem. Is it an idea, feature, interaction? 3. Identify an approach to get the best +

easiest + quickest results.Paul Sims 2014

GDS@_rossio_

Evidence driven design. A process to identify user needs, create objects for testing in realtime with users to inform our decisions. Keeps us grounded in evidence.

Paul Sims 2014

GDS@_rossio_

A user-centred design approach. Reduces the chances of living in a bubble. Makes sure we are building the right thing.

Paul Sims 2014

GDS@_rossio_

Select the research that is most appropriate to the stage of your project.

GDS@_rossio_

Be clear what you need from the research, so you ask the right questions.

GDS@_rossio_

build the right thing

Lean

GDS@_rossio_

build the thing right

Agile

Where we research

GDS@_rossio_

Homes

GDS@_rossio_

Sales Yards

GDS@_rossio_Libraries

GDS@_rossio_Remotely

GDS@_rossio_

Labs

How we research

GDS@_rossio_

Depth interviews

GDS@_rossio_

A day in the life

GDS@_rossio_Usage mapping

GDS@_rossio_

Shadowing

GDS@_rossio_

Sketching

GDS@_rossio_

Prototyping

Make TestLearnImprove

In a continuous cycle

GDS@_rossio_

Will Roissetter GOV.UK/performance

Cabinet Office