![]() The second – supported by the checklist of 200 potential quick wins – is to equip organisations with the right tools to design services in a more user-centric way. The first is to use its convening power to bring people together, and ensure that senior leaders, service managers, and digital professionals are working collaboratively. This playbook of simple measures is part of a wider ambition to “to make it easy for people to adopt user-centred design practices”, she adds.ĬDPS – an arm’s-length body of the Welsh Government, created in September 2020 – has identified three main ways it can work towards this objective, according to Goodwin. “We strongly believe that small changes incrementally over time make a big difference.” “We have come up with 200 different things you can do that take half an hour or less – just to help people start unpacking user-centred design, and taking away some assumptions,” says Goodwin, who joined CDPS in September as head of user-centred design. Working with CDPS experts, the authority has tweaked the language used on its website to better differentiate between fly-tipping and litter issues, and thus ensure front-line resources are being directed where they are most needed.Īnd this is just one of hundreds of minor adjustments that could have a major impact. "My first rule is I never use the word ‘digital’ user-centred design is about designing with users at the centre – looking at both online and offline channels." In response to reports of fly-tipping filed online by residents, the council was sending out teams of people in trucks – who often found that the problem was not one of large-scale industrial waste, but simply an overflowing litter bin an issue that could have been dealt with by a single person. Goodwin cites the example of a recent project in which the CDPS helped a local authority alleviate the pressure on its recycling and waste staff – simply by “changing a couple of words on the website”. ![]() ![]() ![]() Against the perpetual backdrop of budget constraints and increasing demand from citizens for support, public sector organisations might be tempted to put the adoption of a new service-design philosophy some way down their priority list.īut, according to Jo Goodwin from the Welsh Government’s Centre for Digital Public Services (CDPS), the ethos of user-centred design is about small changes that make a big difference. ![]()
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