civic tech userneeds
TRANSCRIPT
Our aim is to make services so good, people prefer to use them through a radical focus on user needs not govt needs
GDS@leisa
‘You Keep Using That Word. I Do Not Think It Means What You Think It Means’ - Inigo Montoya, The Princess Bride
user needs are stable the jobs people need to do when they have to interact with government don’t change much over time.
user needs come from the lived experience of real people.
they are not customised to a project or a department
And so these men of Hindustan disputed loud and long, Each in his own opinion, exceeding stiff and strong,
Though each was partly in the right And all were in the wrong.
"We have to remember that what we observe is not nature in itself, but nature exposed to our method of questioning." - Werner Heisenberg
Use Indi Young’s Mental Models research methodology and visual output to standardise maps of user needs & organisational responses.
GDS@leisa
‘As a PAYE taxpayer I want to understand how to calculate my tax code so that I can make sure I’m on the right tax code’
GDS@leisa
‘As a PAYE taxpayer I want to make sure I’m on the right tax code so that I pay the right amount of tax’
GDS@leisa
‘As a PAYE taxpayer I want to make sure paying the right amount of tax so I have the most money to live on.’
GDSLeisa Reichelt
To really waste time and money all you need to do is build a service nobody wants and nobody can use - John Waterworth