Katy Arnold, Head of User Research and Design at The Home Office, talks to ProductTank London about making User Research Work in Government.
See the talk here: http://bit.ly/2nBhIwY
9. Digital, Data and Technology
It is not about
finding out what
users like or what
they want
It’s about finding
out what works best
10. Digital, Data and Technology
Doing the thing right first time
Avoiding errors
Able to do it without help
We don’t have to write out to users
% of people doing the right thing
Getting the outcomes that government
wants
12. Digital, Data and Technology
Our researchers go to the
places where users are
13. Digital, Data and Technology
Find out what people
are doing, what’s
good, bad.
Opportunities
Find out that
checking passports
can happen on a bus
14. Digital, Data and Technology
There is no ‘UX’
@leisa http://www.disambiguity.com/there-is-no-ux/
15. Digital, Data and Technology
The user
experience is
everyone’s
responsibility
16. Digital, Data and Technology
So, how do you make
user research work in
government?
17. Digital, Data and Technology
Understand user needs. Research to develop a
deep knowledge of who the service users are and
what that means for the design of the service.
1
Put a plan in place for ongoing user research
and usability testing to continuously seek
feedback from users to improve the service.
2 Make a plan for the event of the digital service
being taken temporarily offline.11
Be able to test the end-to-end service in an
environment identical to that of the live
version, including on all common browsers and
devices, and using dummy accounts
and a representative sample of users.
10
Digital Service
Standard
22. Digital, Data and Technology
Everyone on the team
should observe user
research regularly and
often.
It’s the best way to
make sure a service
meets user needs.
23. Digital, Data and Technology
1
person with an access need
in each round of research