diff --git a/README.md b/README.md index 05f3de4..3251e1c 100755 --- a/README.md +++ b/README.md @@ -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 @@ -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 @@ -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? @@ -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: @@ -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 @@ -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