All Guidelines and Documentation

10/05/22 08:52   |  All Guidelines and Documentation  |  B. Leading Agile Teams

Your service team must include people doing a variety of different roles (this type of team is called a multidisciplinary team). You may need to include other roles depending on the size and nature of your service.

Multidisciplinary teams are needed to make and operate government services at a sustainable pace and at scale. 

09/05/22 22:33   |  A. Understanding User Needs  |  All Guidelines and Documentation

Content design exists to help people get what they need from the government/state simply and quickly, using the most appropriate content format or medium available. It focuses on what the user needs to know when they need to know it, rather than writing everything the government/state might want to say. This makes it easier for the user to find what they need, to understand it and act on it.

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.

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?

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.

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

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.

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.

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.