How we’re getting with the times
Many government policies were not designed for the internet era. Most were written pre-internet and don’t reflect the expectations of our users today, such as the ongoing need for wet signatures defined in legislation from the 1990s.
However, this should not stop us from changing the way we do things.
To design services which do the hard work, so our users don’t have to, we must first understand the needs of our users. Not just in the Digital Directorate but across our whole organisation and beyond.
Digital transformation means designing services based on user needs, making it easier for the citizen to do what they need to do, and reducing the cost for Government to provide those services.
Our users come first
Over the last 3 years, we’ve made significant progress towards becoming a user-centred organisation. We’ve established user research and service design roles and practices, followed by the creation of professional leads for these roles at a senior level.
We’ll take a holistic view and strategic approach, identifying commonalities of user needs across services. We’ll work across our organisation to share insight and research, making sure that our services are aligned wherever possible – putting the user at the centre of it all.
We have good practices in place to support a user focus, to allow visibility of user insight across the Digital Directorate and to those closely involved. This includes the sharing of user research videos, participation in user research by all team members and high visibility of user feedback.
In 2019, we launched our 'accessibility (a11y) lab'. This allows us to make sure that all of our people can view the services that we build through the eyes of those with a11y needs. This allows us to build accessibly.
However, there’s more to do to truly embed this across the organisation and make sure that everyone has true empathy and understanding of our users’ needs.
We’ll achieve this by rolling out these improvements: