Katy Arnold, Head of User Research and Design at The Home Office, talks to ProductTank London about making User Research Work in Government. See the talk here: http://bit.ly/2nBhIwY

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Making user research
work in government
Katy Arnold
Head of User Research and Design
Home Office
@katyarnie

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Hello.
I work in government in
the 21st century

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Revolution, not evolution

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It is not about
finding out what
users like or what
they want
It’s about finding
out what works best

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Doing the thing right first time
Avoiding errors
Able to do it without help
We don’t have to write out to users
% of people doing the right thing
Getting the outcomes that government
wants

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How we work

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Our researchers go to the
places where users are

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Find out what people
are doing, what’s
good, bad.
Opportunities
Find out that
checking passports
can happen on a bus

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There is no ‘UX’
@leisa http://www.disambiguity.com/there-is-no-ux/

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The user
experience is
everyone’s
responsibility

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So, how do you make
user research work in
government?

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Understand user needs. Research to develop a
deep knowledge of who the service users are and
what that means for the design of the service.
1
Put a plan in place for ongoing user research
and usability testing to continuously seek
feedback from users to improve the service.
2 Make a plan for the event of the digital service
being taken temporarily offline.11
Be able to test the end-to-end service in an
environment identical to that of the live
version, including on all common browsers and
devices, and using dummy accounts
and a representative sample of users.
10
Digital Service
Standard

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Keep things simple

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Don’t work
alone

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1
user researcher per team

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5
users every sprint

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Everyone on the team
should observe user
research regularly and
often.
It’s the best way to
make sure a service
meets user needs.

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1
person with an access need
in each round of research

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Build accessible services
for everyone

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Examples

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E-Visa Waiver

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Scan and upload your
passport
Caseworkers can
validate names

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70% less errors
80% fewer people stopped at the
airport
90% satisfaction
Less time for staff to process

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Renew my passport

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“But, that’s what I look like”

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An amazing team

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Thank you
Katy Arnold
@katyarnie