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Four things you can do to start shifting the culture of your organisation so that it is more able to make better services for your users, based on experience at the Government Digital Service.
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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
No deje de completar su evaluación online
isa.ixda.org/encuesta¡Muchas gracias!
Interaction14South America
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