christina li - camp digital 2016
TRANSCRIPT
@DigitalDWP@chrissy0118
Christina Li Senior User Experience Designer@chrissy0118
#CampDigital
@DigitalDWP
Transforming welfare through design
@DigitalDWP@chrissy0118
4 digital hubs40+ designers20 services
@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 situation2. Include service deliverers3. Deliver policy intent4. 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
Meet Hayley*
@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
@DigitalDWP@chrissy0118
@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
1. Start with people’s situation2. Include service deliverers3. Deliver policy intent4. Small actions matter
@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 [email protected]@chrissy0118
DWP Digitalhttps://dwpdigital.blog.gov.uk/