What’s new in the new Service Standard

The Government Digital Service recently launched a new version of the Service Standard. What’s changed? It’s now called the Service Standard, not the Digital Service Standard. This reflects the desire to create end-to-end services. This is better than creating digital services, and then (if you’re lucky) considering assisted digital as an afterthought. People are encouraged […]

Assisted Digital – what it is and how to do it well

What is Assisted Digital? There will always be people who won’t or can’t use digital services: Access Confidence Skill level Language Literacy When government started creating new online transactions, digital services were created, with offline ‘Assisted Digital’ support, so that in theory no-one was left behind and unable to access services. Why did I want […]

Why it’s better to manage Products than Projects

The different between project and product manager might sound semantic, but is actually quite significant. This post gives an overview of the differences, and explains why I think product management is the better approach. Project management At a high-level in the organisation, an end goal is decided. It’s also determined what work should be done […]

Sources of insight and inspiration used by GOV.UK Product Managers

A list that came out of a GOV.UK Product Manager community hour I facilitated recently. Blogs Putting people first Inside Intercom Nielsen Norman Mountain Goat software John Cutler Melissa Perri DEV Mind the Product Product Hunt (also, the Product Hunt browser extension) GoSquared Silicon Valley Product Group Pivot Product Hits Books About Face – the […]

What are the next frontiers in interaction design?

Voice assistants – such as Siri and Alexa – are becoming viable because the accuracy of speech recognition has increased significantly through machine learning. I’m concerned about the political ramifications of the technical underpinnings of voice interfaces. Voice recognition has advanced through access to lots of data, and machine learning. This means that for people […]

Public Service Design – Cross Government Design Meetup 22

Today I attended a Cross Government Design Meetup at the Design Museum in London. Here are some of the highlights I took away. Introduction – Lou Downe “Bad service design is one of the biggest costs to government” In the future, “Services will shape government, not the other way round.” “Transformation will never be done” […]

How might we broaden political discourse and understanding in people age 25-35 in the UK? – Design project from the Design Kit course

This is a writeup of the design project I carried out with Tamsyn Hyatt as part of Ideo and +Acumen’s Design Kit: The Course for Human-Centered Design. Check out the prototype we produced. Inspiration Interviews We spoke to people with a range of political views, and carried out participant observation of their news-consumption activity. We […]

Doing the hard work to make it simple – Tom Loosemore

Below is a video and summary of a talk by Tom Loosemore at the Camp Digital conference, 2016. Design is inherently political, and we must not ignore this Ask yourself: who is the “we” that gets to build the future? If you don’t understand how something works, you are a consumer, not a citizen. Don’t […]