Library Comparing service design and business analysis As I’ve spoken about service design over last few years a number of people have told me that they are business analysts and that they do the things that a service designer does. I’ve especially heard this a lot working with government organisations in the UK. I’ve also seen service designers working more like business analysts which doesn’t always help the teams or organisations they’re working with.
Library Everyone loves a roadmap In agile programmes people prefer to talk about roadmaps rather than plans. This post is about the reasons behind this and the benefits of using a roadmap rather than a gantt chart to manage pure agile, or mixed methodology programmes.
Library There is no ‘digital service design’ Service design will never be effective if it’s only seen as ‘digital’ or given the remit to work as ‘digital’.
Library Experiments in roadmapping at GOV.UK Roadmaps can be a powerful tool to communicate the vision for a product’s development, unite teams of makers around common goals and let stakeholders know (roughly) when they can expect the improvements they care about.
Library UX Theatre: Are You Just Acting Like You’re Doing User-Centered Design? Organizations have latched on to "user-centered design" as a buzzword. In many cases, executives seem to misinterpret it as a euphemism for "thinking from a user's perspective." They don't fund user research or provide project owners the latitude to create teams that include UX and service designers. For all the talk about users, there is no consideration given to including them in the design and delivery process.
Library Where do service designers fit within an organisation? Many services (as end users would know them) transcend teams, directorates, organisations or departments. It’s not obvious where service designers should sit, since we want them to be working on services which by nature don’t always fit current organisation structures.
Library 15 Principles of Good Service Design The 15 universal principles for designing services that work for users. Use them to design, assess or monitor the quality of any service.
Library What, exactly, is a Product Manager? In his book Inspired, Marty Cagan describes the job of the product manager as “to discover a product that is valuable, usable and feasible”. Similarly, I’ve always defined product management as the intersection between business, technology, and user experience.
Library Citizens Portals Y / N? “I really wish I had one place where I can see all my transactions with the council”, said nobody, ever. In all the workshops, co-design sessions and user interviews FutureGov has done over the last eight years no one could recall anyone expressing that kind of need.
Library The website MOT: 7 hallmarks of a good website in 2020 Importantly – unlike an MOT – this isn’t a pass/fail thing or just a checklist to work through: it’s about areas to improve and problems to fix more or less urgently and it’s necessarily specific to an organisation and its audiences.
