Leisa Reichelt – Good design where you least expect it (From Business to Buttons 2015)

Leisa ReicheltHead of User Research, Government Digital Service

GDS

hello.

GDS@leisa

GDS@leisa

Government Digital Service‘revolution not evolution’October 2010

@leisa

GDS

GDS

GOV.UK

Identity

GDS

25 of the most important transactions in government

GDS

good design where you least expect it

You need support from the big cheese

@MTBracken

@liammax

@liammaxYou’ll need some big sticks

Spend controls Service assessments

GDS

www.gov.uk/service-manual/digital-by-default

support from the top

controls that encourage good design practice

3 things you can do starting tomorrow.

GDS

Show don’t tell

GDS@leisa

GDS@leisa

GDS

Making the thing makes the impossible seem possible.Making the thing makes scary things feel exciting and achievable.

@leisa

Talking about design* is like dancing about architecture

*before you do it

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

GDS@leisa

GDS

Ask for action*

*be very specific

Ask for things that are harder to say no to.

Simplify. Be precise.

GDShttp://www.disambiguity.com/death-to-it-depends/

‘do user research in every sprint’

5 people in a lab for one on one interview + usability

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

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

http://www.uie.com/articles/user_exposure_hours/

What action could you be asking for?

GDS

Communicate better

‘told you so’ is an anti-pattern

userresearch.blog.gov.uk

‘We’ve discovered that our user researchers are actually researching about 30% of their time.’

empathy

GDS@leisa

the walls should talk about users

https://userresearchmethods.hackpad.com

words matter

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

https://www.gov.uk/designprinciples

UX UCD

LeisaUser Research

BenDesign

User Centred Design

you can’t interface away bad policy

User experience is the responsibility of the entire team

The words you use tell you what you care about.

GDS

Show don’t tell Ask for action Communicate better

design for government

thank you.

userresearch.blog.gov.uk @leisa