Louise Downe - Redesigning government for the 21st century - UX Lausanne
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How to move away from a “transaction after transaction” behavior to create the right services In United kingdom, providing services to individuals and businesses, makes up 80% of the cost of government. Of this 80%, up to 60% is spent on the cost of service failure. This money is spent dealing with the fall out of millions of applications, renewals, and revocations made by users who aren’t eligible, don’t actually need to do a thing, or do so in the wrong way. This is not ‘user error’: service failure could be avoided by better designed services. But how to make sure to meet the needs of users? And how to scale user centred design in the UK’s largest single organisation? In her talk, Louise will explain how to move away from a “transaction after transaction” behavior to create the right services.
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Louise Downe - Redesigning government for the 21st century - UX Lausanne
- 1. Louise Downe Head of Design for UK Government Government Digital Service @LouiseDowne
- 2. Hello!
- 3. I’m from the Government Digital Service @louisedowne GDS
- 4. We do the website
- 5. @louisedowne GDS@louisedowne GDS@louisedowne GDS@louisedowne GDS
- 7. @louisedowne GDS@louisedowne GDS@louisedowne GDS@louisedowne GDS@louisedowne GDS@louisedowne GDS
- 8. @louisedowne GDS@louisedowne GDS@louisedowne GDS@louisedowne GDS@louisedowne GDS
- 9. We help transform government services
- 12. I lead the services bit and the design bit @louisedowne GDS
- 14. 300 designers 10 heads of design @louisedowne GDS
- 15. A lot has changed in 5 years
- 16. @louisedowne GDS
- 17. “Government is not meeting the needs of users” @louisedowne GDS
- 19. €4560162711.71
- 20. 493640305567 CHF
- 24. Service design is the next challenge for government
- 25. 20% of UK GDP is spent on public services @louisedowne
- 26. 80% of the cost of Government is spent on services @louisedowne
- 27. 60% of that cost is spent on calls and casework @louisedowne
- 28. 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
- 29. Google is the home page to your service @louisedowne
- 32. The 8th most popular service on GOV.UK is a phone number
- 33. Our services weren’t designed for the internet @louisedowne
- 34. Sell a carStart a business @louisedowne
- 37. Service patterns It took me two years to work out what i needed to Look after children @louisedowne
- 38. Good services are verbs Bad services are nouns @louisedowne
- 39. Changing the way a service looks won’t fix this
- 41. We need to rebuild services from the ground up
- 42. Service design is 90% archeology @louisedowne
- 43. Service design is not: A process A set of tools An ideology A belief Co-design A new word for UX A obsession with anyone poor/elderly/ill Immune from capitalism Something anyone can do Difficult to describe to your friends and family GDS@louisedowne
- 44. Service design is the design of services @louisedowne
- 45. 5 things we’re doing to scale service design @louisedowne
- 46. 1. Build verbs not nouns
- 47. 40% of phone calls to government are to check “what to do” @louisedowne
- 48. @louisedowne
- 49. @louisedowne
- 51. Most of the time a better service is a more efficient service @louisedowne
- 52. @louisedowne GDS
- 53. screen shot + what changed @louisedowne @katyarnie@louisedowne GDS
- 54. 1. Passport 2. Photo 3. Employers letter 4. Letter of invitation 5. Bank deposit certificate 6. Bank statement 7. Property certificate 8. Marriage certificate 9. Retirement certificate 10. Family book (Hukou) 11. Business registration certificate 12. Car insurance 13. Certificate of relationship to parents 14. Utilities bills, P60 council tax bill @louisedowne
- 55. 1. Passport 2. Photo 3. Employers letter 4. Letter of invitation 5. Bank deposit certificate 6. Bank statement 7. Property certificate 8. Marriage certificate 9. Retirement certificate 10. Family book (Hukou) 11. Business registration certificate 12. Car insurance 13. Certificate of relationship to parents 14. Utilities bills, P60 council tax bill @louisedowne
- 56. Reduced paper documents sent by 25% @louisedowne
- 58. Most services involve more than one part of government @louisedowne
- 59. @louisedowne
- 61. Most standards are: created once from the center untested mostly wrong @louisedowne
- 62. @louisedowne GDS@louisedowne GDS@louisedowne GDSGDS
- 63. 700 contributors updated daily open to everyone @louisedowne
- 64. We’re writing policy live and in the open @louisedowne
- 65. 5. Build teams of people who can make things
- 66. @louisedowne GDS@louisedowne GDS@louisedowne GDS@louisedowne
- 67. @louisedowne
- 68. Highest completion rate in government @louisedowne
- 69. The user experience is everyone's responsibility @louisedowne
- 71. It’s not complicated It’s just hard @louisedowne
- 72. It’s not complicated It’s just hard (we’re not giving up) @louisedowne
- 73. Thanks!
- 74. Louise Downe Head of Design for Government Government Digital Service @LouiseDowne