Sanjay PoyzerService designerGovernment Digital Service@sanjaypoyzer

GDS

1. Service design for citizen facing services2. Service design for government

departments3. Discussion OR exercise

Service design for government services

GDS

This is how government has approached services in the past

GDS

GDS

GDS

GDS

This is how users see services

Sell a carStart a business

Buy a car

Employ someone

GDS

A service is something that helps someone to do something

How do we get there?

GDS

Services are designed whilst understanding the wider context - the user journey.

GDS

We design everything the user sees.

And everything they don’t.

GDS

That means that often a team is working on a piece of a service, not the whole picture.

GDS

It’s a service designer’s job to understand the entire end-to-end journey and simplify it for users.

GDS

We use context to help bring thinking together.

Service design for Common Technology Services

GDS

We’re not here to just make government technology cheaper.

We’re here to make it better too.

GDS

If we don’t make it better…

We’ll have to do it again.

Which doesn’t save money at all.

How do we do that?

GDS

We do blueprints. Which are kind of like guidelines for how to buy things. And set them up. And we also help people get out of big contracts. Also sometimes we build things so departments don’t need to buy them, but we prefer buy over build, but only when it’s a good buy…

GDS

GDS

Civil servants & contractors

Gov dept.

CTS

Realises need for tech

Uses tech Creates great public services

Recognises the need

Buy/build tech

Supports tech use

Supports buying/ building process

Recognises End User need

GDS

Civil servants & contractors

Gov dept.

CTS

Realises need for tech

Uses tech Creates great public services

Recognises the need

Buy/build tech

Supports tech use

Supports buying/ building process

Recognises End User need

GDS

Civil servants & contractors

Gov dept.

CTS

Realises need for tech

Uses tech Creates great public services

Recognises the need

Buy/build tech

Supports tech use

Supports buying/ building process

Recognises End User need

GDS

We design the end user service

We design and deliver the support and guidance for departments delivering the end user service

The end user service

GDS

End user services are things that government staff need to do.

Print, Connect to wifi, Send email...

GDS

We map the user journeys.

The maps could be...

GDS

Loooooong diagrams

GDS

Spreadsheets

GDS

Screen-shots

GDS

Just text

GDS

We map different journeys for different users.

GDS

We also map the components.

GDS

Some of these things we do.

Some of them we don’t.

GDS

The service we deliver to departments

GDS

We need to support departments to put all these things together and deliver excellent services.

GDS

That support needs to happen at key parts of their journey.

GDS

1. Recognising the need2. Requirement gathering3. Buying the thing4. Setting up5. Measuring success

The department user journey

GDS

These journey maps help us discover what support departments actually need.

GDS

“Everything is a service. Your product (in itself) creates no value.”

Jan Schmiedgen

Thanks!

Sanjay Poyzer@sanjaypoyzer