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Journey Mapping
09/05/22 22:11 | A. Understanding User Needs | All Guidelines and Documentation
User journey mapping is the process of creating a visual story of the users’ interactions with a service. It may include many different transactions across organisations needed for the user to achieve their outcome.
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Performance Framework
09/05/22 21:25 | A. Understanding User Needs | All Guidelines and Documentation | C. Choosing the right technology
The goal of the Digital Services Factory is to provide well maintained, user centered services that help the user achieve an outcome with minimal effort. In order to measure the level of success of our services we need to answer questions such as: Is the service working for the users? Is it working well? Are the changes we are making improving the service? What does good looks like?
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GDPR key definitions
09/05/22 20:22 | A. Understanding User Needs | All Guidelines and Documentation | C. Choosing the right technology
Under data protection law, consent means offering individuals real choice and control in relation to how their data is processed. Consent requires a positive opt-in and a very clear and specific statement of consent – don’t use pre-ticked boxes or any other method of default consent.
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Users Vs Stakeholders
09/05/22 15:02 | A. Understanding User Needs | All Guidelines and Documentation
How we distinguish between ‘users’ and ‘stakeholders’ when designing state-run services
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Service Design
09/05/22 14:43 | A. Understanding User Needs | All Guidelines and Documentation
A service is a facility the government provides to help the user achieve an outcome with minimal effort. The government is responsible for delivering a well maintained service in a user centered way.
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How to recruit participants for user research
09/05/22 11:00 | A. Understanding User Needs | All Guidelines and Documentation
When doing user research, you will need to recruit participants to part-take in your research activities.
Participants should be the people/citizens/organizations that use your service.
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Data protection guidelines for user research activities
04/05/22 14:00 | A. Understanding User Needs | All Guidelines and Documentation
These guidelines are to help service teams to ensure that any user research activities done are GDPR compliant to protect user research participants’ data and confidentiality.