Post on 21-Apr-2017
● They have to for their job● A letter told them they have to● A court's told them they have to
GDSSean
OPGSophy
● organic search (usually good)● internal search (sometimes not good)● direct (risky)● referral (expectations may not be met)
OPGSophy
User research tells content designers:● what people do before they start● what else they are doing at the time● why they read - has something gone
wrong?
OPGSophy
● laptop/desktop (mostly focused on the task in hand)
● mobile/tablet (almost certainly multi-tasking)
Talk to GDS (early)● what have you found out?● how should your service link to
GOV.UK content?
GDSSean
OPGSophy
Contact centre calls can tell us a lot:● what went wrong● why it went wrong
But content centre staff are under pressure to finish calls quickly
OPGSophy
A small group of super users can:● spend more time on the phone with
people● talk about user journeys to the
business
● Letters● Forms● Emails● Text messages
Part of the journey too, so let’s make sure they’re clear
GDSSean
Do you need to slow people down?What do you need to tell them?Are you sure they’re on the right journey?
GDSSean
OPGSophy
Talking to ‘the business’ about user journeys:● push back on requirements● eliminate opinion● it’s interesting!