A selection of slides that we presented at Service Design in Government 2016 in London, UK. The talk focused on how user research and design add value and works in a large scale agile digital service in government.

1. @DigitalDWP
Luke Kelly
User Researcher
Christina Li
Senior User Experience Designer
@chrissy0118
#SDinGov
@DigitalDWP
Transforming welfare
through design

2. @DigitalDWP
Universal Credit
2

3. @DigitalDWP3

4. @DigitalDWP
8 million users across the UK
4

5. @DigitalDWP
● Make a claim
● Receive monthly payments
● Report changes
● Look for work/ increase earnings
5

6. @DigitalDWP
Meet Hayley
6

7. @DigitalDWP
Agile in government
7

8. @DigitalDWP
“To learn as fast as we can,
to fail as fast as we can”
Dr Astro Teller, Director of Google X labs
8

9. @DigitalDWP
Context we work in
9

10. @DigitalDWP
We have to make safe
decisions so we don’t risk
public money
1
0

11. @DigitalDWP
1. Doing the right discovery with the
right users
2. Balancing needs
3. Challenge appropriately
1
1

12. @DigitalDWP
The right discovery with
the right users
1
2

13. @DigitalDWP
● product owners
● business analysts
● developers
● 89,800+ DWP staff
1
3
Showing design and research
value to:

14. @DigitalDWP
Supporting a minimum viable
product
1
4

15. @DigitalDWP
Be a good networker
1
5

16. @DigitalDWP
Sell the benefits of our
approach to research and
design
1
6

17. @DigitalDWP
Claiming this time back
1
7

18. @DigitalDWP
Who are the “right” users?
1
8

19. @DigitalDWP
People come to government
services with their own
stories
1
9

20. @DigitalDWP
We’re not Amazon, people
can’t shop around for
government services
2
0

21. @DigitalDWP
Duty to design for all users
2
1

22. @DigitalDWP
A fully designed service is
about the service users and
service deliverers.

23. @DigitalDWP
Operational staff is our
critical friend

24. @DigitalDWP
Getting operational staff
involved in research and
design

25. @DigitalDWP
● Co-location
● Research participant
● Identified learning and training
needs for us
● Getting direct feedback from the
ground

26. @DigitalDWP
Balancing Needs
2
6

27. @DigitalDWP
Start with people’s situation
and what they need to do

28. @DigitalDWP2
8
https://www.gov.uk/design-principles

29. @DigitalDWP2
9
https://www.gov.uk/design-principles
User needs, not government needs

30. @DigitalDWP
Our job is to uncover the
right user needs
3
0

31. @DigitalDWP
Government needs:
● Tell people things they must do
● Tell people what happens when they
don’t
3
1

32. @DigitalDWP
User needs:
● I want the service to support me
● I don’t like to be threatened
3
2

33. @DigitalDWP
Delivering policy intent
3
3

34. @DigitalDWP
“A policy is not words in a
Whitehall paper. It’s the real
world experience people have
of resulting services, and what
they then do.”
Tom Loosemore (ex-GDS)
3
4

35. @DigitalDWP
Our policy intent
3
5

36. @DigitalDWP
How do we help people to find
work (or earn more), so that they
can be financially independent?

37. @DigitalDWP3
7
https://dwpdigital.blog.gov.uk/2016/02/19/learning-through-
prototyping-tools-for-universal-credit-claimants/

38. @DigitalDWP

39. @DigitalDWP

40. @DigitalDWP
Postcode:
LS16 5NE

41. @DigitalDWP
Our aim is to design an experience
which focuses on what you can do
for work, not what you can’t.

42. @DigitalDWP
Challenging where
appropriate
4
2

43. @DigitalDWP
1. Doing the right discovery with the
right users
2. Balancing needs
3. Challenge appropriately
4
3

44. @DigitalDWP
“We’re not designing the
future; we’re making things
that belong to the future we
would like to live in.”
Brian Eno
4
4

45. @DigitalDWP
Thank you.
Luke Kelly
Christina Li
@chrissy0118