user research at gds
TRANSCRIPT
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