REDESIGNING A UK GOVERNMENT SERVICE
THE BRIEF
To identify and validate user issues and needs during the discovery phase of this large-scale multi-department project, in order to develop a strategic vision for the service redesign
WHAT I DID
Worked with a service design team to identify key internal and external user groups, both in the UK and EU, and create a high-level research plan
Recruited users and conducted in-depth interviews in locations ranging from Heathrow airport to a Belfast hospital, and an expat pensioner's apartment in Alicante
Analysed user insights to map their experiences and identify gaps and pain points with the current service
Planned, scripted and facilitated three rounds of co-design workshops with colleagues and a range of stakeholders to create high-level service propositions answering current issues
THE OUTCOME
Delivered detailed research playbacks to surface user insights to the service team.
Created and socialised in-depth user personas and experience maps
The minimum viable service successfully passed GDS assessment
RAPID ETHNOGRAPHIC RESEARCH WITH VULNERABLE USERS RESULTING IN A DIRECT CHANGE TO UK GOVERNMENT POLICY
THE BRIEF
To conduct rapid research during the COVID-19 nationwide lockdown and homeschooling to ensure the education and connectivity needs of families without internet were adequately met
WHAT I DID:
Designed and ran a series of ethnographic 'diary studies' over several weeks with families across the country to test out how they found using the connectivity solutions proposed by the department
Informal phone interviews with each family to set up. During the research they were prompted regularly via SMS to record their experiences via a short online form
I analysed the insights, collated and shared them with the product team
THE OUTCOME
User insight I gathered showed that one of the core proposed connectivity solutions was unreliable and therefore unsuitable for remote education
As a result the department removed that solution from the programme with immediate effect
This was deemed to be a highly positive result, avoiding potentially large-scale connectivity issues for families which would have resulted in large volumes of support calls and reputational damage to the department
CONCEPT TESTING A NEW APPROACH TO INTERNAL SERVICE DELIVERY
THE BRIEF
Design and concept test a new platform for a global pharmaceutical brand, to allow their internal teams to create and reuse digital consumer support tools
WHAT I DID
Conducted multiple rounds of remote interviews with global stakeholders
Analysed user insights to create a detailed service design blueprint, proposing a more efficient and user-centred approach to the creation and reuse of digital services
Validated blueprint with the client, then produced a multi-user storyboard visualising user interactions in the new process
Iterated the storyboard based on client feedback, then worked with a UX designer to create a low-fidelity prototype of the new platform concept
Scripted and conducted remote user tests of the prototype with global and local market representatives
THE OUTCOME
Delivered detailed service design blueprint, storyboard showcasing a proposed user journey, and low-fidelity interactive prototype, iterated following user testing
Client adopted design recommendations into a proposed MVP of the platform for ongoing internal development
LARGE-SCALE OVERSEAS DISCOVERY ON BEHALF OF UK GOVERNMENT
THE BRIEF
The ambitious, multi-supplier Global Digital Marketplace programme aims to help international governments make their procurement processes more transparent, and to boost their digital, data and technology sectors
It builds on the success and expertise GDS and the UK government have gained through the existing Digital Marketplace service in the UK
WHAT I DID
Worked as Lead User Researcher with GDS and five external supplier teams to plan and conduct in-country discovery user research activities in Indonesia, Malaysia and South Africa
Conducted multiple in-depth user interviews with public sector procurement professionals, private sector suppliers and civil society organisations, both in person and remotely, often through an interpreter
Conducted analysis in-country and at home through participatory workshops to synthesis the insights uncovered and produce a series of tailored service propositions
THE OUTCOME
Co-authored a comprehensive Discovery capture document for senior UK, FCDO and overseas government officials
This presented our proposals for creating testable digital propositions in the next Alpha phase to ensure more efficient and transparent public sector procurement in each country
