Policy lab user centred insight monday 23rd feb
-
Upload
openpolicymaking -
Category
Documents
-
view
716 -
download
0
Transcript of Policy lab user centred insight monday 23rd feb
![Page 1: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/1.jpg)
![Page 2: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/2.jpg)
Generating
user insight
Open Policy Week23rd February 2015
![Page 3: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/3.jpg)
Structure
Introduction to Policy Lab1
2
3
User centred design – insight generation
Workshop tasks
![Page 4: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/4.jpg)
Intro to Lab &
our approach
![Page 5: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/5.jpg)
Intro to Lab &
our approach
What is Policy Lab?
We are a creative space where
policy teams can develop the
skills and knowledge to develop
policy in a more open, digital
and user-centred way.
@PolicyLabUK
![Page 6: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/6.jpg)
Intro to Lab &
our approach
What do we do?
We are proving ground for open
policymaking tools and
techniques. Through practical
projects and one-off
experiments, we test, refine and
evaluate new tools and
methods.
![Page 7: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/7.jpg)
Intro to Lab &
our approach
Collaborative approach
We help key decision makers in
Government and public services
to view their efforts from outside
in, bringing clarity through
different perspectives – including
from users of services. We bring
together different experts,
working with the public and
frontline professionals.
![Page 8: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/8.jpg)
Intro to Lab &
our approach
How do we work?
Demonstration projects
Provide specialist support for
policy teams who are interested
in applying new thinking and
approaches to real policy
challenges.
![Page 9: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/9.jpg)
Intro to Lab &
our approach
How do we work?
Lab Light
Is an opportunity for policy
makers to quickly try out
experimental techniques, from
data science to co-design,
building confidence, skills and
new knowledge.
![Page 10: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/10.jpg)
Intro to Lab &
our approach
What we’ve done so far
Since Policy Lab was launched in April we have:
• Demonstrator projects:
• Launched six projects with departments on:
• Crime reporting and follow up support
• Family mediation
• National Insurance Numbers for young people
• Health & employment outcomes
• Free childcare
• Civil Service learning
• Used these projects to develop a toolkit to share with civil servants
• Run ‘Lab light’ co-design sessions with 1000+ civil servants and organised a
Northern Futures Ideas Day across 8 venues in the North
![Page 11: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/11.jpg)
User-centred
design
![Page 12: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/12.jpg)
Transport
Public
Services
Police
Healthcare
![Page 13: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/13.jpg)
Transport
The
User
Police
Healthcare
![Page 14: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/14.jpg)
Transport
The Interactions
Police
Healthcare
![Page 15: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/15.jpg)
Or touchpoints
Great services
have great
touchpoints
![Page 16: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/16.jpg)
Ethnography
Observation
Shadowing
Service safaris
User journey mapping
Interviews
Surveys
User behaviour User needs
INSIGHT
![Page 17: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/17.jpg)
Stages of the
design process
Discover scope Develop proposals
![Page 18: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/18.jpg)
Stages of the
design process
Discover scope Develop proposals
Journey mapping
Observation
Service safaris
Interviews
![Page 19: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/19.jpg)
Stages of the
design process
Discover scope Develop proposals
Co-design
Observation
Prototyping
![Page 20: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/20.jpg)
Why get insight
from users?
• Understands the real world
• Reduces waste
• Breaks down silos
• Inspires ideas?
![Page 21: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/21.jpg)
Understand whypeople act or feel as they do
Why user centred design?
http://newsingeneral.com/wp-content/uploads/2014/03/Google-Maps.jpg
![Page 22: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/22.jpg)
Reduces waste by only providing what people need and not what they don’t need
Why user centred design?
http://cellar.org/attachment.php?attachmentid=38795&d=1337348766
![Page 23: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/23.jpg)
Reduces waste by testing prototype ideas before expensive pilots
Why user centred design?
![Page 24: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/24.jpg)
Focusing on user breaks down departmental silo working
Why user centred design?
![Page 25: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/25.jpg)
Sparks ideas
Why user centred design?
http://ana-white.com/2011/04/farmhouse-bedside-table
![Page 26: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/26.jpg)
Focus of today
Discover scope Develop proposals
Journey mapping
Observation
Service safaris
Interviews
![Page 27: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/27.jpg)
• Help you understand the person that you are designing a service or policy for
• Think about their characteristics – but also their personal life: motivations, how they experience the service, and favourite TV show!
Personas
![Page 28: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/28.jpg)
Personas
Vital stats
Name:
Age:
Occupation:
Fave TV show:
Attitude to health:
Aspirations and motivations:
Hobbies:
“What I would most likely say”
![Page 29: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/29.jpg)
• Talks through how someone has experienced a service: Before – during – and afterwards
• Identifies ‘moments of magic’ and ‘points of pain’
• Asks people not only what happened but how they felt
Journey mapping
![Page 30: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/30.jpg)
Journey mapping
before during after
![Page 31: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/31.jpg)
Observation
• How people act is often different from what people say
• Document everything (photos, video recording)
• Ask someone to explain what they are doing
• Look at the environment around them
![Page 32: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/32.jpg)
Service safaris
• Become the user and experience the service yourself
• Note down ‘moments of magic’ or ‘points of pain’
• Use to identify what is wrong…
• …or learn from people doing it right!
![Page 33: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/33.jpg)
Interviews
• Ask people why they act or feel a certain way (about a service)
• Ask open questions
• Don’t ask leading questions
![Page 34: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/34.jpg)
Introduction to OPM & Policy Lab
What is user-centred design?
The Challenge: Create user insight to
design a new service
1. Create a persona
2. Get some insight
• User journey
• Service safari
• Observation
• Interviews
3. Analyse findings & prepare your pitch
4. Present!
13:00 – 13:10
13:10 – 13:20
Agenda
Develop: service propositions
13:20 – 13:35
13:35 – 14:25
14:25 – 14:40
14:40 – 15:00
![Page 35: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/35.jpg)
To generate insight in order to develop a
new healthy living service for people who
work around Westminster
1 minute feedback per group: tell us about a
challenge and an opportunity
- Focus on insights, challenges, opportunities
- Ideas are fine, but not solutions just yet
Email observations to:
Your task for today
Develop: service propositions
![Page 36: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/36.jpg)
If we had longer…
Develop: service propositions
![Page 37: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/37.jpg)
User JourneyMapping
User Journey
Mapping
before during after
![Page 38: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/38.jpg)
Testing andPrototyping
Problems Ideas Prototype
User Journey
Mapping
![Page 39: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/39.jpg)
Co-design
• Get users to design the service that they want
![Page 40: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/40.jpg)
Testing prototypes
• Get some immediate feedback on ideas
• ‘Making’ them real and tangible allows people to respond better
![Page 41: Policy lab user centred insight monday 23rd feb](https://reader034.fdocuments.net/reader034/viewer/2022042716/55a6f6981a28ab2f318b479b/html5/thumbnails/41.jpg)
Generating
user insight
Open Policy Week