Tag: user needs
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The Future of the Citizen Experience
Citizens are demanding more from their governments, expecting the same level of personalised service that they receive from the private sector. This shift in expectations, coupled with rapid technological advancements, presents both challenges and opportunities for the public sector. To thrive in this rapidly evolving landscape, a human-centred approach to citizen experience is paramount.
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The importance of having a Product Mindset.
This week is @DWPDigtials Product Mindset week; with some fantastic sessions and Digital Showcases on the work DWP have been doing to deliver Products that add value for users; with sessions covering things like storytelling, Design thinking, Product Management, Prioritisation and how we should be using data to help decision making, etc. The resounding…
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The Disability Price Tag
How bad service design punishes those with a disability. If you’ve never heard of the ‘Disability Price Tag’; the simplest way to describe it is that it’s the price you pay for costly mistakes due to symptoms of (or a byproduct of) your disability. People with ADHD are so often hit by the disability price…
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How do we make legacy transformation cool again?
Guest blog first published in #TechUk’s Public Sector week here on the 24th of June 2022. Legacy Transformation is one of those phrases; you hear it and just… sigh. It conjures up images of creaking tech stacks and migration plans that are more complex and lasting longer than your last relationship. Within the Public Sector,…
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Becoming Product Led
Recently I was asked how I would go about moving an organisation to being Product Led; when agile and user centric design are equally new to the company, or when agile has not delivered in the way that was expected. Before diving into the how, I think it’s worth first considering the what and they…
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Product vs Service vs Programme?
How we define a product vs a service is a debate that comes up regularly; as proved by Randal Whitmore (Deputy Director of New Propositions at the UKHSA) today on Twitter: In fact, it comes up so regularly, I could have sworn I’d blogged about it before; but if I have, it isn’t on here!…
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Assessing Innovation
(co-written with Matt Knight) Some background, for context Just over a month ago I got approached to ask if I could provide some advice on assessments to support phase two of the GovTech Catalyst (GTC) scheme. For those who aren’t aware of the GovTech Catalyst Scheme, there’s a blog here that explains how the scheme…
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Cost vs. Quality
A debate as old as time, and a loop that goes around and around; or so it seems in the Public Sector commercial space. Every few years, often every couple of spend control cycles, the debate of cost vs. quality rears its head again; with Commercial weighting flip flopping between Quality as the most important…
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And this is why we test with users…
A blog on the new National Careers ‘Discover your skills and careers’ Service As I sit here are ten past ten on a Wednesday night watching social media have a field day with the new National Careers service, I’m yet again reminded about the importance of the Digital Service Standard, especially Standard Number One –…
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The people getting left behind
Why ‘in the era of remote working we need to stop thinking about ‘digital services’ as a separate thing, and just think about ‘services’. Last night when chatting to @RachelleMoose about whether digital is a privilege, which she’s blogged about here, it made me remember a conversation from a few weeks ago with @JanetHughes about…