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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.