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Product Tank - Jan17 - Making user research work in government

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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Product Tank - Jan17 - Making user research work in government

  1. 1. Digital, Data and Technology Making user research work in government Katy Arnold Head of User Research and Design Home Office @katyarnie
  2. 2. Digital, Data and Technology Hello. I work in government in the 21st century
  3. 3. Digital, Data and Technology
  4. 4. Digital, Data and Technology Revolution, not evolution
  5. 5. Digital, Data and Technology
  6. 6. Digital, Data and Technology
  7. 7. Digital, Data and Technology
  8. 8. Digital, Data and Technology
  9. 9. Digital, Data and Technology It is not about finding out what users like or what they want It’s about finding out what works best
  10. 10. Digital, Data and Technology 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
  11. 11. Digital, Data and Technology How we work
  12. 12. Digital, Data and Technology Our researchers go to the places where users are
  13. 13. Digital, Data and Technology Find out what people are doing, what’s good, bad. Opportunities Find out that checking passports can happen on a bus
  14. 14. Digital, Data and Technology There is no ‘UX’ @leisa http://www.disambiguity.com/there-is-no-ux/
  15. 15. Digital, Data and Technology The user experience is everyone’s responsibility
  16. 16. Digital, Data and Technology So, how do you make user research work in government?
  17. 17. Digital, Data and Technology 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
  18. 18. Digital, Data and Technology Keep things simple
  19. 19. Digital, Data and Technology Don’t work alone
  20. 20. Digital, Data and Technology 1 user researcher per team
  21. 21. Digital, Data and Technology 5 users every sprint
  22. 22. Digital, Data and Technology Everyone on the team should observe user research regularly and often. It’s the best way to make sure a service meets user needs.
  23. 23. Digital, Data and Technology 1 person with an access need in each round of research
  24. 24. Digital, Data and Technology Build accessible services for everyone
  25. 25. Digital, Data and Technology Examples
  26. 26. Digital, Data and Technology E-Visa Waiver
  27. 27. Digital, Data and Technology
  28. 28. Digital, Data and Technology Scan and upload your passport Caseworkers can validate names
  29. 29. Digital, Data and Technology
  30. 30. Digital, Data and Technology 70% less errors 80% fewer people stopped at the airport 90% satisfaction Less time for staff to process
  31. 31. Digital, Data and Technology Renew my passport
  32. 32. Digital, Data and Technology
  33. 33. Digital, Data and Technology
  34. 34. Digital, Data and Technology
  35. 35. Digital, Data and Technology
  36. 36. Digital, Data and Technology
  37. 37. Digital, Data and Technology
  38. 38. Digital, Data and Technology “But, that’s what I look like”
  39. 39. Digital, Data and Technology
  40. 40. Digital, Data and Technology An amazing team
  41. 41. Digital, Data and Technology
  42. 42. Digital, Data and Technology
  43. 43. Digital, Data and Technology
  44. 44. Digital, Data and Technology
  45. 45. Digital, Data and Technology
  46. 46. Digital, Data and Technology Thank you Katy Arnold @katyarnie

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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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