Agile Experience Design Meetup: User Research in an Agile Environment
Home Office Digital user research, service design and agile
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Transcript of Home Office Digital user research, service design and agile
Transforming the Home Office with user centred design and agile Head of User Research and Design – Katy Arnold, @katyarnie Head of Service Design – Kate Tarling, @kateldn
Revolution not evolution.
Think about the whole system Image from https://gds.blog.gov.uk/2015/08/18/mapping-new-ideas-for-the-digital-justice-system-2/
Users include people who help deliver the service
Understand people’s lives first
Do contextual research
Find out what people are doing, what’s good, bad. Opportunities. Find out that checking passports can happen on a bus
How users think, feel, behave How we support How might we..?
What do actual user needs look like? As a user I need to get my passport so that I can prove my identity / travel
> Send it by post when it’s ready?
What do actual user needs look like? I live in a big shared house and I’m worried about who has access to my mail. And I work so I might not be there anyway. And my flight is on Weds.
> Delivery by post? > Secure collection points? > Same day service around work hours?
Thinking about only one part of a problem causes bigger problems.
Key life stages and major transitions Moving to the UK Getting a job or employing someone Moving home
Understanding what users need from government. Not just what a department needs from users.
Reframe the problem
● Who are the users? ● What are people actually trying to do? ● What outcomes do people want? ● What outcomes does government want? ● How will we know if it works? Key metrics?
Doing less but doing better things
A service ● Is a verb not a noun ● Has a beginning, middle and an end ● Not just the digital part ● Has a policy intent ● Is usable by anyone who needs it ● Can work across all channels
Common service patterns ● Getting permission to do something ● Checking entitlements ● Asserting my right to… ● Proving things about myself (identity, income) ● Meeting the rules ● Enforcing rules
Some ways in which services fail
● Manual processing ● Contact because things aren’t clear ● Contact to find out what’s happening ● Repetition ● Hours wasted of people’s time
Most of the time a better service is a more efficient service
Reducing this.
1. Passport 2. Photo 3. Employers le4er 4. Le4er of invita;on 5. Bank deposit cer;ficate 6. Bank statement 7. Property cer;ficate 8. Marriage cer;ficate 9. Re;rement cer;ficate 10. Family book (Hukou) 11. Business registra;on cer;ficate 12. Car insurance 13. Cer;ficate of rela;onship to parents 14. U;li;es bills, P60 council tax bill
1. Passport 2. Photo 3. Employers le4er 4. Le4er of invita;on 5. Bank deposit cer;ficate 6. Bank statement 7. Property cer;ficate 8. Marriage cer;ficate 9. Re;rement cer;ficate 10. Family book (Hukou) 11. Business registra;on cer;ficate 12. Car insurance 13. Cer;ficate of rela;onship to parents 14. U;li;es bills, P60 council tax bill
25% Reduction in paper documents needed for a visa application
Ask for a small, specific thing
What user researchers and designers do in discovery, alpha, beta. By @leisa
Show rather than tell
Seeing the team building things and learning, every week
Rather than talk about opinions, see whether something is good or bad by doing it
What? No one knows what this means
What? No one knows what this means
Oh, I need to pay in case I see a doctor
Seeing the team building things and learning, every week
Some ways to measure • Cost per transaction • Hours spent doing something • Volume of transactions • Able to complete first time • Confidence in decision making • Preference to use
Use design hypotheses and research to prove or disprove
There’s a government community making evidence-based design patterns https://designpatterns.hackpad.com
Changing the way people do things
Use numbers of things
1 user researcher per agile team or user journey
User research from week 1
Exposure hours: 2 hours every 6 weeks
Do user research every sprint 5 people for interviews and/or usability testing
Focus on users. Not just on writing stories.
Changing how we speak and communicating more.
User experience is not one person’s job title. People who hold budgets, set deadlines, make policy can have more impact on experience than a designer - @leisa
Better not to do user research than research that has no impact. Don’t show that it’s optional, not that useful or that it can be ignored.
Summary • Understand people’s lives first • Do less but do it better • Show rather than tell • Change how people do things • Change how we speak and communicate more
Thanks Head of User Research and Design – Katy Arnold, @katyarnie Head of Service Design – Kate Tarling, @kateldn And thanks to @leisa and @jwaterworth