Kara KaneCommunity lead for user-centred designGovernment Digital Service@karakane_kk

Making UK government user-centred

I’m from the Government Digital Service

GDSGDS

GDS

GDSGDS

“Government isn’t meeting the needs of users”

Revolution not evolution

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GDSGDS

GDS

Civil servant facing60% Process paper55% Make assessment50% Create a case50% Exchange data with govt45% Assign tasks40% Check data vs data25% Account management

End user facing90% Publish information 85% Send notification80% Submit information 65% Two way conversation45% Submit file/evidence35% Create account30% Confirm identity30% Pay government30% Give permission25% Issue certificate15% Register something15% Find item in list10% Book appointment10% Pay user

Messages Information Payments

Registers Verification Hosting

GOV.UK Notify GOV.UK GOV.UK Pay

GOV.UK Registers GOV.UK Verify GOV.UK PaaS

GDS

GDS

GDS

Building blocks for establishing user-centred design

Design Principles

Service Standard

Service Manual

Service Assessments

GOV.UKDesign System

GitHub

Posters

Tumblr

Communities and community gatherings

10 types of user-centred design training

300+ blog postson design, user research etc.

Thanks!

Kara Kane@karakane_kk