changing public services with user centred design
TRANSCRIPT
Digital, Data and Technology
Changing public services with user centred designKaty ArnoldHead of User Research and DesignHome Office@katyarnie
Digital, Data and Technology
Ciao.
Io lavoro nel governo nel 21 ° secolo
Digital, Data and Technology
Digital, Data and TechnologyRivoluzione, non evoluzione
Digital, Data and Technology
Digital, Data and Technology
Digital, Data and Technology
Come si fa a rendere grandi organizzazioni
più user centric?
Digital, Data and Technology
1. Team
2. Governo
3. Cittadini
Lasciare il segno
Digital, Data and Technology
1. Team
Digital, Data and Technology
Hire really good people, Create an environment they want to be part of
Digital, Data and Technology
Specialisms of practice
Interaction, service, and content design
Digital, Data and Technology
Digital inclusionethnographic study, and service design
Digital, Data and Technology
Do things differently
Digital, Data and Technology
“Ask for forgiveness, not permission” Grace Hopper
Digital, Data and Technology
Give people purpose, autonomy and mastery
Marcus Buckingham & Curt Coffman
Digital, Data and Technology
Be very clear about ‘what good looks like’
Digital, Data and Technology
Digital, Data and Technology
Promote the team at every opportunity
Digital, Data and Technology
2. Governo
Digital, Data and Technology
Work in the open
Digital, Data and Technology
Digital, Data and Technology
Sticky notes on walls are an indicator of change
Digital, Data and Technology
Talk in their language
Digital, Data and Technology
Digital, Data and Technology
User Research Governance Framework
Digital, Data and Technology
User research and design saves money, reduces risk, and it helps people to comply
Digital, Data and Technology
Digital, Data and Technology
Find your strongest message
Digital, Data and Technology
Digital, Data and Technology
Digital, Data and Technology
Digital, Data and Technologyhttps://github.com/UKHomeOffice/posters/
Digital, Data and Technology
Digital, Data and Technology
Digital, Data and Technology
Include people with access needs in ALL research and testing
Digital, Data and Technology
3. Cittadini
Digital, Data and Technology
Digital, Data and Technology
Keep things simple.
Digital, Data and Technology
Don’t work alone
Digital, Data and Technology
user researcher per team1
Digital, Data and Technology
users every sprint5
Digital, Data and Technology
Digital, Data and Technology
A community making evidence-based design patternshttps://designpatterns.hackpad.com
Digital, Data and Technology
E-Visa Waiver
Digital, Data and Technology
Digital, Data and Technology
Scan and upload your passport
Caseworkers can validate names
Digital, Data and Technology
Digital, Data and Technology
70% less errors80% fewer people stopped at the airport90% satisfaction
Less time for staff to process
Digital, Data and Technology
Renew my passport
Digital, Data and Technology
Digital, Data and Technology
Digital, Data and Technology
Digital, Data and Technology
Digital, Data and Technology
Digital, Data and Technology
"Ma questo è quello che sembro"
Digital, Data and Technology
Digital, Data and Technology
Lascia il segno per milioni di persone
Digital, Data and Technology
Grazie!
Katy ArnoldHead of User Research and DesignHome Office@katyarnie