Organizations have latched on to "user-centered design" as a buzzword. In many cases, executives seem to misinterpret it as a euphemism for "thinking from a user's perspective." They don't fund user research or provide project owners the latitude to create teams that include UX and service designers. For all the talk about users, there is no consideration given to including them in the design and delivery process.
Many services (as end users would know them) transcend teams, directorates, organisations or departments. It’s not obvious where service designers should sit, since we want them to be working on services which by nature don’t always fit current organisation structures.
The 15 universal principles for designing services that work for users. Use them to design, assess or monitor the quality of any service.
In his book Inspired, Marty Cagan describes the job of the product manager as “to discover a product that is valuable, usable and feasible”. Similarly, I’ve always defined product management as the intersection between business, technology, and user experience.
“I really wish I had one place where I can see all my transactions with the council”, said nobody, ever. In all the workshops, co-design sessions and user interviews FutureGov has done over the last eight years no one could recall anyone expressing that kind of need.
Importantly – unlike an MOT – this isn’t a pass/fail thing or just a checklist to work through: it’s about areas to improve and problems to fix more or less urgently and it’s necessarily specific to an organisation and its audiences.
Following on from my last workshop on the matching user needs to technology capabilities process, here’s the next one, this time talking through service discovery, based on the ideas and template shared in this blog post. The workshop will be free and for public sector people only. The workshop will run on Zoom on Wednesday, […]
Here’s the recording of the workshop I ran earlier today on using a process and template to help match user needs to technology capabilities. We worked through the example of an intranet and there was lots of interesting discussions as everyone chipped in through the session. 🖥️ View and download the slides 📄 View and […]
LocalGovDrupal is an open source implementation of the classic Drupal content management system hat has been developed by councils for councils, with the help of some funding from MHCLG. It is, by my reckoning, the best example I have seen of open source use in local government, largely because councils are contributing to the project […]