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doideaco authored Sep 9, 2024
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Expand Up @@ -28,22 +28,22 @@ A design practice that works out the best way to let users interact with a produ

### Why do it?

Interaction design removes the risk of developing systems that don't meet user needs by:
Interaction design removes the risk of developing systems that don't meet user needs by:

* Testing assumptions, hypothesis, and designs early and often
* testing assumptions, hypothesis, and designs early and often
* ensuring the product is inclusive and accessible

Interaction design along with other disciplines helps us create products that:

* Meet the Government service standard
* Meet Government accessibility regulations
* Meet current web standards
* Meet user and organisational needs
* Are simple and intuitive to use
* Work in a way that is familiar
* Require the minimum possible steps to complete
* Are consistent throughout
* Are usable by everyone, equally
* meet the Government service standard
* meet Government accessibility regulations
* meet current web standards
* meet user and organisational needs
* are simple and intuitive to use
* work in a way that is familiar
* require the minimum possible steps to complete
* are consistent throughout
* are usable by everyone, equally

### When to do it

Expand All @@ -53,11 +53,11 @@ Interaction design is applicable throughout the agile delivery phases: Discovery

Interaction design supports digital delivery to ensure benefits can be realised:

* Reduces risk, development and maintenance costs by testing assumptions and hypothesis
* Improves outcomes by facilitating design sessions to ensure a wide range of possibilities are considered
* Improves performance and reduces the number of user errors
* Increases user satisfaction and trust in both the service and Defra
* Improves efficiency through consistency and familiarity
* reduces risk, development and maintenance costs by testing assumptions and hypothesis
* improves outcomes by facilitating design sessions to ensure a wide range of possibilities are considered
* improves performance and reduces the number of user errors
* increases user satisfaction and trust in both the service and Defra
* improves efficiency through consistency and familiarity

## Service design in Defra

Expand All @@ -67,13 +67,13 @@ Service designers work closely with all members of a multi-functional team to me

The key principles of being a service designer are:

* Identify what the real problem is
* Map and visualise the journey of users
* Facilitate a shared understanding within and outside of the team
* Spot opportunities for reducing cost and complexity
* Help define the scope of the service
* Explore and prototype various solutions to the problem
* Design the service end to end, from backstage to front, in all channels
* identify what the real problem is
* map and visualise the journey of users
* facilitate a shared understanding within and outside of the team
* spot opportunities for reducing cost and complexity
* help define the scope of the service
* explore and prototype various solutions to the problem
* design the service end to end, from backstage to front, in all channels

### What is service design?

Expand All @@ -95,29 +95,29 @@ By taking these principles we ensure that we understand exactly what are 'servic

Examples of services:

* Visit the UK
* Learn to drive
* I want to become a childminder
* I need to renew a passport
* I need legal aid
* visit the UK
* learn to drive
* i want to become a childminder
* i need to renew a passport
* i need legal aid

Examples of features (one step or transaction in a service):

* Applying for a visa
* Applying for a licence
* Granting or refusing permission
* applying for a visa
* applying for a licence
* granting or refusing permission

Example of capability - appointment booking, which requires:

* An appointment booking system, which may be a technical capability
* Physical locations or phone support to host the appointments
* A process for changing or cancelling appointments
* an appointment booking system, which may be a technical capability
* physical locations or phone support to host the appointments
* a process for changing or cancelling appointments

Examples of activities:

* Finding out how something works
* Calling people for help
* Applying for something
* finding out how something works
* calling people for help
* applying for something

Technology:

Expand All @@ -135,27 +135,27 @@ By working across organisational boundaries, Service Design helps users complete

Service design

* Builds context and understanding of end users lives
* Brings visibility to customer journeys and the pain points that limit service use
* Highlights organisational/ structural issues that prevent good service outcomes
* builds context and understanding of end users lives
* brings visibility to customer journeys and the pain points that limit service use
* highlights organisational/ structural issues that prevent good service outcomes

Service design along with other disciplines will help us create services that:

* Are easy to find
* Clearly explain the purpose of the service
* Set expectations a user has of the service
* Enable each user to complete the outcome they set out to do
* Work in a way that is familiar
* Require no prior knowledge to use
* Are agnostic of organisational structures
* Require the minimum possible steps to complete
* Are consistent throughout
* Have no dead ends
* Are usable by everyone, equally
* Encourage the right behaviours from users and service providers
* Respond to change quickly
* Clearly explain why a decision has been made
* Make it easy to get human assistance
* are easy to find
* clearly explain the purpose of the service
* set expectations a user has of the service
* enable each user to complete the outcome they set out to do
* work in a way that is familiar
* require no prior knowledge to use
* are agnostic of organisational structures
* require the minimum possible steps to complete
* are consistent throughout
* have no dead ends
* are usable by everyone, equally
* encourage the right behaviours from users and service providers
* respond to change quickly
* clearly explain why a decision has been made
* make it easy to get human assistance

### When to do it

Expand All @@ -165,6 +165,6 @@ Service Design is applicable throughout the agile delivery phases Discovery, Alp

Service design supports digital design to ensure benefits can be realised

* Reduces risk by ensuring the right problem is solved
* Creates efficiencies by identifying service siloes, duplication and proliferation
* Ensures user and stakeholder outcomes are designed into the service
* reduces risk by ensuring the right problem is solved
* creates efficiencies by identifying service siloes, duplication and proliferation
* ensures user and stakeholder outcomes are designed into the service

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