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.

1. Leisa Reichelt
Head of User Research, Government Digital Service
GDS

2. hola.
@leisa GDS

3. Government
Digital
Service
‘revolution
not evolution’
October 2010
@leisa GDS

4. GOV.UK
@leisa GDS

6. Transformation

7. Transformation
GDS
25 of the most
important
transactions in
government

8. Identity

9. Our aim is to make
services so good,
people prefer to use them
@leisa GDS

10. GDS
Change the
product-making DNA
of the organisation

11. GDS
1. Show don’t tell

12. GDS

13. @leisa GDS

14. GDS
Making the thing makes the
impossible seem possible.
Making the thing makes scary
things feel exciting and achievable.
@leisa

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

16. GDS
Note: Wireframes don’t count.
@leisa

17. GDS
2. Ask for less

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

20. Ask for things that are
harder to say no to.
Simplify.

21. Ask for an alpha.

22. Ask for small
(but important)
behaviour changes.

23. ‘do user research
in every sprint’
5 people in a lab for one on one
interview + usability

24. http://www.disambiguity.com/death-to-it-depGenDdsS/

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

26. this is what
real people do.

28. @leisa GDS

29. BURN
YOUR
SELECT
TAGS
- Alice Bartlett
@leisa GDS

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

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

32. 3. Change the language
of the organisation
GDS

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

34. Liam Maxwell, Chief Technology Officer HM GovernmGeDnSt

35. https://www.gov.uk/designprinciples

36. @leisahttps://www.gov.uk/service-manual/digitaGlD-bSy-default

38. Leisa GDS

39. UX
UCD

40. Leisa
User Research
Ben
Design
User
Centred
Design

41. you can’t
interface away
bad policy

42. User experience is the
responsibility of the
entire team

44. The words you use tell
you what you care about.

45. GDS
4. Make your job mostly
about communications.

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

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

48. userresearch.blog.gov.uk

49. ‘We’ve discovered that
our user researchers are
actually researching
about 30% of their time.’
userresearch.blog.gov.uk

50. Reportage
(Empathy)
Product improvement
(stories)
Shiny Things
(durable assets)
User Research Internal Comms Strategy

51. empathy

52. empathy

53. https://userresearchmethods.hackpad.com

54. https://userresearchmethods.hackpad.com

55. https://userresearchmethods.hackpad.com

57. Make a plan
to communicate
better with each other.

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

59. The strategy is delivery.

60. thank you.
userresearch.blog.gov.uk
@leisa

61. No deje de completar su evaluación online
isa.ixda.org/encuesta
¡Muchas gracias!
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