24ways: articles: 1 row where where "published" is on date 2018-12-08

1 row where "published" is on date 2018-12-08

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Link	rowid ▼	title	contents	year	author	author_slug	published	url	topic
254	254	What I Learned in Six Years at GDS	When I joined the Government Digital Service in April 2012, GOV.UK was just going into public beta. GDS was a completely new organisation, part of the Cabinet Office, with a mission to stop wasting government money on over-complicated and underperforming big IT projects and instead deliver simple, useful services for the public. Lots of people who were experts in their fields were drawn in by this inspiring mission, and I learned loads from working with some true leaders. Here are three of the main things I learned. 1. What is the user need?  The main discipline I learned from my time at GDS was to always ask ‘what is the user need?’ It’s very easy to build something that seems like a good idea, but until you’ve identified what problem you are solving for the user, you can’t be sure that you are building something that is going to help solve an actual problem. A really good example of this is GOV.UK Notify. This service was originally conceived of as a status tracker; a “where’s my stuff” for government services. For example, if you apply for a passport online, it can take up to six weeks to arrive. After a few weeks, you might feel anxious and phone the Home Office to ask what’s happening. The idea of the status tracker was to allow you to get this information online, saving your time and saving government money on call centres. The project started, as all GDS projects do, with a discovery. The main purpose of a discovery is to identify the users’ needs. At the end of this discovery, the team realised that a status tracker wasn’t the way to address the problem. As they wrote in this blog post: Status tracking tools are often just ‘channel shift’ for anxiety. They solve the symptom and not the problem. They do make it more convenient for people to reduce their anxiety, but they still require them to get anxious enough to request an update in the first place. What would actually address the user need would be to give you the information before you get anxious about where your passport is. For example, when your…	2018	Anna Shipman	annashipman	2018-12-08T00:00:00+00:00	https://24ways.org/2018/what-i-learned-in-six-years-at-gds/	business

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