Hello GDS GDS @Louisedowne GDS GDS @Louisedowne GDS GDS - - PowerPoint PPT Presentation

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Hello GDS GDS @Louisedowne GDS GDS @Louisedowne GDS GDS - - PowerPoint PPT Presentation

Sep 23, 2022 17 likes •1.06k views

Hello GDS GDS @Louisedowne GDS GDS @Louisedowne GDS GDS @Louisedowne We do the hard work to make public services simple Weve come a long way in 4 years GDS GDS @Louisedowne 2015 - 115 designers GDS GDS @Louisedowne 10%

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Hello

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GDS GDS @Louisedowne

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GDS GDS @Louisedowne

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GDS GDS @Louisedowne

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We do the hard work to make public services simple

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GDS GDS

We’ve come a long way in 4 years

@Louisedowne

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GDS GDS

2015 - 115 designers

@Louisedowne

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GDS GDS

10% graphic design 90% interaction design

@Louisedowne

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GDS GDS

2018 - 950 designers

@Louisedowne

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GDS GDS

10% graphic design 40% interaction design 50% service design

@Louisedowne

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GDS GDS

£3.5 billion saved

@Louisedowne

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GDS GDS

3.31 billion transactions every year

@Louisedowne

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Government is the

  • ldest and largest

service provider in the UK

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10k services

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100% of users 100% of the time

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GDS GDS @Louisedowne

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GDS GDS @Louisedowne

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GDS GDS

Most of government is mostly service design most of the time

@Louisedowne

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GDS GDS

418,343 civil servants

@Louisedowne

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0.2% of the civil service are designers

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We still have a long way to go

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Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 1995 (RIDDOR) Registrations for Knowledge Transfer Network (KTN)/connect access (MEMBERS) Request for a further search under section 17(6) or payment for a supplementary certificate under section 17(8)/Request for search (F9/F9A) Employer Ownership Pilot (EOP) Well Operations Notification System (WONS): consents and notifications Charity Letter Forwarding Service @louisedowne

GDS @Louisedowne

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GDS @Louisedowne

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The 8th most popular service on GOV.UK is a phone number

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GDS GDS

1/3rd of UK GDP is spent on public services

@Louisedowne

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GDS GDS

80% of the cost of services is spent

  • n services

@Louisedowne

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GDS GDS

60% of that cost is spent on calls and casework

@Louisedowne

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GDS GDS

40% of those calls are to check how to do something

@Louisedowne

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So how does service design deal with this kind of scale?

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GDS GDS

  • 1. Legitimacy

2.

@Louisedowne

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GDS GDS

  • 1. Legitimacy
  • 2. Definition

3.

@Louisedowne

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GDS GDS

  • 1. Legitimacy
  • 2. Definition
  • 3. Delivery

@Louisedowne

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GDS GDS

  • 1. Legitimacy
  • 2. Definition
  • 3. Delivery

@Louisedowne

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GDS GDS

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GDS GDS

No one cares what design is when you’re doing good work

@Louisedowne

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GDS GDS

But that’s not what I’m here to talk about

@Louisedowne

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GDS GDS

What happens after phase 3?

@Louisedowne

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GDS GDS

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GDS GDS

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GDS GDS

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GDS GDS

‘The reconditioning and re-designing public utility services’

Design Research Unit

@Louisedowne

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GDS GDS

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Service design isn’t just about the capacity of one designer to design a service

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Service design needs to focus on the ability of an

  • rganisation to deliver and

maintain a service over time

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GDS GDS

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Second generation service design

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GDS GDS

  • 1. Legitimacy
  • 2. Definition
  • 3. Delivery
  • 4. Scale and sustainability

@Louisedowne

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Start with the basics

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Second generation service design

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Second generation service design

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Service design is the design of services

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GDS GDS

If you design with a material, you should understand how it works

@Louisedowne

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GDS GDS

All service designers should be able to code

@Louisedowne

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GDS GDS

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Fix the boring problems first

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GDS GDS

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Your infrastructure defines your service

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GDS GDS

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GDS GDS

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GDS GDS

DVLA spend £19M a year answering ‘How do I… ?’ phone calls

@Louisedowne

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GDS GDS

A quarter of their casework is caused by users filling in the wrong form

@Louisedowne

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GDS GDS @Louisedowne

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GDS GDS

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GDS GDS

Used 800,000 times in 15 weeks

@Louisedowne

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Design something the future can design

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GDS

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A service is only as strong a it’s weakest link

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GDS GDS

Import or export something 4 departments

@Louisedowne

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GDS GDS

Start a business 9 departments

@Louisedowne

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GDS GDS

Develop a medical condition and stop working 3 departments

@Louisedowne

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GDS GDS @Louisedowne

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HMRC DWP HO FO DH MOJ DfT DfE DCLG BEIS DEFRA

GDS @Louisedowne

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Policy Strategy Operations Digital Technology Data Evidence

GDS @Louisedowne

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Services will shape government, not the

  • ther way around
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Organisational change is a privilege

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GDS GDS

The three biggest barriers to collaboration are money, time and access to data

@Louisedowne

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GDS GDS

Change means giving the privilege you have to others

@Louisedowne

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@louisedowne GDS

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Our services are only as strong as the community that upholds them

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GDS

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GDS

Digital Service Standard

@Louisedowne

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GDS

Digital Service Standard Government Service Standard

@Louisedowne

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GDS GDS

10k people trained every year

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30 community events every year

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GDS GDS

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GDS GDS

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All design is political

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GDS

GDS

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GDS GDS

Technology shows you what can be done Design shows you what should be done

@Louisedowne

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The pace of technology has

  • utstripped the speed of

design

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GDS GDS

Come to one of our show and tells https://goo.gl/aax16i

@Louisedowne

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We’re hiring (obvs)

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GDS GDS

Head of User Research for the UK Government https://goo.gl/5TxGT1

@Louisedowne

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GDS GDS

Director of User Centered design Department for Environment and Rural Affairs https://goo.gl/PMMnNG

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GDS GDS

Director of User Centered Design Home Office https://goo.gl/jm5u4n

@Louisedowne

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Thanks! Louise Downe Government Digital Service louise.downe@digital.cabinet-office.gov.u k @LouiseDowne