Leisa ReicheltHead of User Research, Government Digital Service

GDS

hola.

GDS@leisa

GDS@leisa

Government Digital Service‘revolution not evolution’October 2010

GOV.UK

GDS@leisa

Transformation

Transformation

GDS

25 of the most important transactions in government

Identity

Our aim is to make services so good, people prefer to use them

GDS@leisa

GDS

Change the product-making DNA of the organisation

GDS

1. Show don’t tell

GDS

GDS@leisa

GDS

Making the thing makes the impossible seem possible.Making the thing makes scary things feel exciting and achievable.

@leisa

You can now build working software in less time than it takes to have the meeting to describe it - Simon Willison

GDS

Note: Wireframes don’t count.

@leisa

GDS

2. Ask for less

Human nature prefers to delay big, brave decisions rather than make them.

Ask for things that are harder to say no to.

Simplify.

Ask for an alpha.

Ask for small (but important) behaviour changes.

‘do user research in every sprint’

5 people in a lab for one on one interview + usability

GDShttp://www.disambiguity.com/death-to-it-depends/

‘get your exposure hours: 2hrs / 6wks’

this is what real people do.

GDS@leisa

GDS@leisa

BURN YOUR

SELECTTAGS

- Alice Bartlett

‘have a researcher embedded in the team at least 3 days a week’

(this is not just about user research. what behaviours do YOU want to change?)

GDS

3. Change the language of the organisation

Language is the medium through which culture is enacted – Gill Ereaut

GDSLiam Maxwell, Chief Technology Officer HM Government

https://www.gov.uk/designprinciples

GDS@leisahttps://www.gov.uk/service-manual/digital-by-default

GDSLeisa

UX UCD

LeisaUser Research

BenDesign

User Centred Design

you can’t interface away bad policy

User experience is the responsibility of the entire team

The words you use tell you what you care about.

GDS

4. Make your job mostly about communications.

If no one knows what you are planning and doing, it’s like it is not happening

what would happen if you just improved communications to the most dysfunctional parts of your organisation?

userresearch.blog.gov.uk

userresearch.blog.gov.uk

‘We’ve discovered that our user researchers are actually researching about 30% of their time.’

Reportage (Empathy)

Product improvement(stories)

Shiny Things (durable assets)

User Research Internal Comms Strategy

empathy

empathy

https://userresearchmethods.hackpad.com

https://userresearchmethods.hackpad.com

https://userresearchmethods.hackpad.com

Make a plan to communicate better with each other.

GDS

Show don’t tell Ask for less, simplify. Change the language Plan to do more comms

The strategy is delivery.

thank you.

userresearch.blog.gov.uk @leisa

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isa.ixda.org/encuesta¡Muchas gracias!

Interaction14South America

B U E N O S A I R E S

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