Service design is getting more and more attention in government at the moment, but many people still don’t understand what it is. The most common question I hear – from people both inside and outside government – is: “Isn’t that …
Charlotte Moore from Home Office said something really interesting at the cross government design meeting two weeks ago: "Aim for simple comprehension, not just plain English." She was talking together with Ed Horsford. They explained how they tested the Renew Passport service with users …
It’s easy to spot when a service isn’t working, it’s not always easy to spot why it isn’t working. That said, we’re gradually finding common issues which lead to problems in services across government. Many of them hinge on two …
We’ve already outlined a definition of what service design is, and why matters. In this post, I’ll sketch out some of the ways in which we identify whether or not a service is a good one. This is by no …
There’s a big demand for designers in government. In this post, I’ll explain a few of the ways we work and the different types of design we do in government. Over the years we’ve developed some ways of working that we …
We explained in a previous post how useful it can be to make a user journey map of a service. In this post I’ll give some tips on how to create them. What to include in user journeys maps: The …
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